Vice President, Customer Success & Experience

About ASI

ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry. With 25,000 clients across 53 countries, ASI inspires, informs, and empowers client success at every stage.

The Role

We seek a Vice President, Customer Success & Experience to own net revenue retention (NRR), gross retention, product adoption, and customer lifetime value across the business. Reporting to the Chief Commercial Officer, you will lead the post-sale customer lifecycle, ensuring customers achieve measurable value, renew at high rates, and expand platform usage over time.

You will oversee a structured Customer Success and Experience organization including management roles and Customer Success Managers, partnering closely with Sales, Product, and Marketing across the entire customer journey.

Key Responsibilities

• Own distributor retention performance including retention rates, base value, and churn across all revenue segments
• Set and deliver retention targets aligned with company goals, driving measurable churn reductions
• Oversee post-sale onboarding and upgrade handoffs, standardizing kickoff, engagement, and activation milestones
• Improve early-tenure retention by accelerating time-to-value
• Lead activation and adoption programs and implement structured success plans with clear outcomes and milestones
• Develop and operationalize customer health scoring to identify at-risk members early and trigger proactive interventions
• Segment risk and prioritize high-value accounts
• Own retention workflows and execute targeted recovery strategies to reduce preventable churn
• Establish voice-of-customer feedback loops with Product and Marketing, translating insights into improvements
• Identify expansion and referral opportunities with qualified upgrade handoffs
• Lead, develop, and scale the Customer Success and Retention team with defined KPIs and performance practices
• Build reporting, dashboards, and operating cadence to track and drive retention performance

Required Qualifications

• Bachelor's degree required; MBA or advanced degree preferred
• 10+ years in Customer Success, Retention, or Account Management
• Proven track record managing and scaling customer success teams
• Demonstrated success improving NRR and gross retention metrics
• Experience with SaaS or subscription-based business models preferred
• Strong analytical and data-driven decision-making skills
• Executive presence with ability to collaborate across functions

Work Arrangement

ASI operates a hybrid work model. This position requires in-person attendance at the Trevose, PA office on Tuesdays and Wednesdays.