Lead and scale post-sale customer success for a B2B SaaS business. Define strategy, drive retention and NRR, build scalable onboarding/adoption/renewal models, improve operations with analytics and automation, partner cross-functionally, and hire and develop a high-performing team to increase adoption, reduce churn, and grow recurring revenue.
Job Summary & Responsibilities
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
Access | Information Management Woburn, Massachusetts, USA Office
500 Unicorn Park Dr,, Woburn, MA, United States, 01801
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