[Remote] VP, Customer Success

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.ResponsibilitiesDefine and execute a customer success vision aligned to retention, growth, and company objectivesBuild scalable engagement models across onboarding, adoption, renewal, and expansionEstablish customer segmentation, lifecycle management, and health frameworksFoster a proactive, customer-first culture focused on measurable impactOwn key metrics including Net Revenue Retention (NRR), renewals, churn, and adoptionPartner with Sales to identify expansion opportunities and strengthen lifecycle alignmentProactively mitigate risk and improve customer healthSupport executive customer relationships, renewals, and strategic reviewsImprove operational maturity through analytics, automation, and process optimizationPartner cross-functionally to enhance systems, reporting, and customer experienceLeverage data and insights to drive forecasting and decision-makingChampion digital and AI-enabled customer success initiativesLead, coach, and develop Customer Success leaders and teamsEstablish clear goals, metrics, and career development pathwaysDrive a culture of accountability, collaboration, and continuous improvementLead through change with transparency and strong communicationSkills10+ years of leadership experience in Customer Success, Account Management, or related functionsProven success in B2B, SaaS, or recurring revenue environmentsTrack record of improving retention, scaling organizations, and driving revenue growthStrong business acumen and ability to influence executive stakeholdersExperience building customer success frameworks, health models, and lifecycle strategiesExcellent leadership, communication, and analytical skillsFamiliarity with CRM/CS platforms (Salesforce, Gainsight, etc.)Company OverviewAccess 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/.