Advertising Specialty Institute
Vice President, Customer Success & Experience
Trevose, PA · Exec · Full-time
Sponsorship not specified$170k-$175kDetected 41 days ago
Brand StrategyPerformance ManagementCustomer SuccessCadence
About the role
- 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.
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.
- Lead activation and adoption programs (including +Stores) and implement structured success plans with clear outcomes, milestones, and communications.
- Own retention workflows and execute targeted "save" strategies to improve recovery rates and reduce preventable churn.
- 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.
Requirements
- 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.
- ASI offers full-time employees a comprehensive benefits package including:
- Medical, Dental, and Vision coverage, available on day one of employment.
- Paid maternity and paternity/bonding leave (12 weeks paid for birthing/primary parent and 4 weeks paid for secondary parent) and a parent support group.
- 12 weeks of paid daycare for new parents (14 weeks at our onsite daycare center, Lots of Love).
- Free Health and Wellness programs.
- Free 24/7 access to Magellan Employee Assistance Program and Teladoc.
Nice to have
- Bachelor's degree required
- MBA or advanced degree preferred.
Skills
- ASI is the largest global provider of technology B2B services for the $27.7 billion promotional products industry (branding and marketing).
- ASI currently has a hybrid work model.
- This position requires in‑person attendance at our office on Tuesdays and Wednesdays.
- The salary range for this position is $170,000 - $175,000 base with total on-target earnings up to $250,000 based on performance.
Compensation
- The salary range for this position is $170,000 – $175,000 base with total on-target earnings up to $250,000 based on performance.
Benefits
- Develop and operationalize customer health scoring to identify at-risk members early and trigger proactive interventions.
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