Vice President, Customer Success & Experience
Core
Executive leader of the post-sale customer lifecycle driving net revenue retention, gross retention, product adoption, and customer lifetime value for a global B2B promotional products company.
Role type
VP, Customer Success & Experience (Executive IC)
Builds
Customer success organization, retention workflows, activation programs, and health scoring systems
Domain
B2B Promotional Products / SaaS / Recurring Revenue
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Net revenue retention (NRR) strategy, churn reduction, team leadership (10+ years), recurring revenue model expertise, customer health scoring, cross-functional partnership, scalable process building, data-driven decision making
Preferred skills
MBA or advanced degree, experience in +Stores or similar platforms
Technologies
Customer health scoring tools, retention workflow platforms, reporting dashboards
Responsibilities
Own distributor retention performance and churn reduction across all segments; Oversee post-sale onboarding and upgrade handoffs; Lead activation and adoption programs; Develop and operationalize customer health scoring; Segment risk and prioritize high-value accounts; Lead, develop, and scale the Customer Success and Retention team; Build reporting and operating cadence to track retention metrics
Seniority
VP, Executive leadership
