Overview
Access is seeking a dynamic, strategic Vice President of Customer Success to lead and scale our post-sale customer experience. This executive will be responsible for driving retention, customer value, adoption, and long-term revenue growth across a diverse and evolving customer base.
This is a high-impact leadership role ideal for someone who thrives in fast-paced environments, brings clarity to complexity, and can build scalable strategies that elevate both customer outcomes and business performance.
What You’ll DoLead Customer Success Strategy- 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
- 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.)
- Improved Net Revenue Retention (NRR) and renewal performance
- Reduced churn through proactive engagement
- Strong customer adoption, satisfaction, and advocacy
- Scalable, data-driven customer success operations
- High-performing, engaged team culture
You’ll have the opportunity to build a modern Customer Success function that directly impacts customer experience, operational excellence, and long-term company growth.
All qualified applicants will receive consideration for employment. EEO/AA/Minorities/Females/Disabled/Vets
Pay Range$190,000 - $210,000
Skills Required
- 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.)
What We Do
Access is the fastest growing information management provider, globally. We’ve grown through our commitment to exceeding the expectations of our clients, company and community every day. We’re dedicated to delivering the very best customer experience to our clients, growth opportunities for our team members and active involvement and service to our local communities. For businesses requiring secure, cost-effective management of paper and digital documents, Access is the responsive partner with the proven expertise to help leverage your information assets. Access delivers extensive paper and digital document services with powerful technologies, analytics, and metrics to manage the lifecycle of your documents and, unlike traditional document storage options or technology offerings that only provide a partial solution, we provide comprehensive solutions and the very best service that advance the way our 27,500 clients manage information.
