Note: The job is a remote job and is open to candidates in USA. Access is seeking a dynamic, strategic Vice President of Customer Success to lead and scale our post-sale customer experience. This role is responsible for driving retention, customer value, adoption, and long-term revenue growth across a diverse and evolving customer base.
Responsibilities
- Define and execute a customer success vision aligned to retention, growth, and company objectives
- Build scalable engagement models across onboarding, adoption, renewal, and expansion
- Establish customer segmentation, lifecycle management, and health frameworks
- Foster a proactive, customer-first culture focused on measurable impact
- Own key metrics including Net Revenue Retention (NRR), renewals, churn, and adoption
- Partner with Sales to identify expansion opportunities and strengthen lifecycle alignment
- Proactively mitigate risk and improve customer health
- Support executive customer relationships, renewals, and strategic reviews
- Improve operational maturity through analytics, automation, and process optimization
- Partner cross-functionally to enhance systems, reporting, and customer experience
- Leverage data and insights to drive forecasting and decision-making
- Champion digital and AI-enabled customer success initiatives
- Lead, coach, and develop Customer Success leaders and teams
- Establish clear goals, metrics, and career development pathways
- Drive a culture of accountability, collaboration, and continuous improvement
- Lead through change with transparency and strong communication
Skills
- 10+ years of leadership experience in Customer Success, Account Management, or related functions
- Proven success in B2B, SaaS, or recurring revenue environments
- Track record of improving retention, scaling organizations, and driving revenue growth
- Strong business acumen and ability to influence executive stakeholders
- Experience building customer success frameworks, health models, and lifecycle strategies
- Excellent leadership, communication, and analytical skills
- Familiarity with CRM/CS platforms (Salesforce, Gainsight, etc.)
Company Overview
Access is the trusted partner for organizations seeking effective records and information management services. It was founded in 2004, and is headquartered in Woburn, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.accesscorp.com/.