Vice President, Customer Success & Experience

<div class="content-intro"><p>ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry (branding and marketing). With 25,000 clients in 53 countries, our mission is to inspire, inform, and empower our clients’ success every step of the way.</p></div><p>ASI currently has a hybrid work model. This position requires in‑person attendance at our office on Tuesdays and Wednesdays.</p> <p>ASI is seeking a Vice President, Customer Success &amp; 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.</p> <p>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.</p> <p>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.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Own distributor retention performance, including retention rate, base value, and churn across listings and revenue.</li> <li>Set and deliver retention targets aligned with company goals, driving reductions in churn across all member segments.</li> <li>Oversee post-sale onboarding and upgrade handoffs, standardizing kickoff, early engagement, and activation milestones.</li> <li>Improve early-tenure retention by accelerating time-to-value.</li> <li>Lead activation and adoption programs (including +Stores) and implement structured success plans with clear outcomes, milestones, and communications.</li> <li>Track and improve product adoption and engagement.</li> <li>Develop and operationalize customer health scoring to identify at-risk members early and trigger proactive interventions.</li> <li>Segment risk and prioritize high-value accounts.</li> <li>Own retention workflows and execute targeted “save” strategies to improve recovery rates and reduce preventable churn.</li> <li>Establish voice-of-customer feedback loops with Product and Marketing, translating insights into improvements across onboarding, adoption, and retention.</li> <li>Identify expansion and referral opportunities, partnering on qualified upgrade handoffs and ensuring closed-loop follow-up.</li> <li>Lead, devel