Vice President, Customer Success & Experience

ASI currently has a hybrid work model. This position requires in‑person attendance at our office on Tuesdays and Wednesdays.

ASI is seeking a Vice President, Customer Success & Experience to own and drive net revenue retention (NRR), gross retention, product adoption and customer lifetime value across the business. This role serves as the executive leader of the post-sale customer lifecycle, ensuring customers achieve measurable value, renew at high rates, and expand platform usage over time.

Reporting to the Chief Commercial Officer, this role will oversee a structured Customer Success and Experience organization that includes management roles and a team of Customer Success Managers. The VP will partner closely with Sales, Product and Marketing to ensure alignment throughout the customer lifecycle journey.

The salary range for this position is $170,000 – $175,000 base with total on-target earnings up to $250,000 based on performance. Individual pay within the range will be based on role‑related experience, education, skills, and qualifications.

Responsibilities:

• Own distributor retention performance, including retention rate, base value, and churn across listings and revenue.
• Set and deliver retention targets aligned with company goals, driving reductions in churn across all member segments.
• Oversee post-sale onboarding and upgrade handoffs, standardizing kickoff, early engagement, and activation milestones.
• Improve early-tenure retention by accelerating time-to-value.
• Lead activation and adoption programs (including +Stores) and implement structured success plans with clear outcomes, milestones, and communications.
• Track and improve product adoption and engagement.
• 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 “save” strategies to improve recovery rates and reduce preventable churn.
• Establish voice-of-customer feedback loops with Product and Marketing, translating insights into improvements across onboarding, adoption, and retention.
• Identify expansion and referral opportunities, partnering on qualified upgrade handoffs and ensuring closed-loop follow-up.
• Lead, develop, and scale a Customer Success and Retention team, defining KPIs, workflows, and performance management practices.
• Build reporting, dashboards, and operating cadence to track and drive retention performance.

Qualifications:

• Bachelor’s degree required; MBA or advanced degree preferred.
• 10+ years in Customer Success, Retention, or Account Management.
• 5+ years leading teams and owning retention outcomes.
• Proven success reducing churn and driving adoption in a recurring revenue model (SaaS, membership, or similar).
• Strong operator who can build scalable processes and lead teams.
• Data-driven mindset with experience in health scoring and lifecycle metrics.
• Collaborative leader who can partner across Sales, Product, Marketing, and Operations.