Vice President, Customer Success & Experience

About the Company

Advertising Specialty Institute (ASI) is a leading global technology and business services provider serving the promotional products sector, a $27.7 billion branding and marketing market. The company supports 25,000 clients across 53 countries and focuses on helping customers succeed through every stage of their journey.

Role Overview

ASI is hiring a Vice President, Customer Success & Experience to lead post-sale customer strategy and directly influence net revenue retention, gross retention, product adoption, and customer lifetime value. This executive role owns the customer lifecycle after the sale, with accountability for ensuring customers realize value quickly, renew consistently, and expand their use of the platform over time.

The role reports to the Chief Commercial Officer and leads a structured Customer Success and Experience function, including managers and Customer Success Managers. You will work closely with Sales, Product, and Marketing to create a unified customer journey.

Work Arrangement

ASI follows a hybrid model for this position. In-person work at the Philadelphia office is required every Tuesday and Wednesday.

Key Responsibilities

You will be responsible for retention performance, customer adoption, and expansion outcomes across the business. The role includes building scalable processes, leading the team, and using data to improve customer outcomes.

Compensation

The base salary for this position is $170,000 to $175,000 per year. Total on-target earnings may reach up to $250,000 depending on performance. Final pay within the range will depend on relevant experience, education, skills, and qualifications.

Qualifications

This position requires a bachelor’s degree. An MBA or another advanced degree is preferred. Candidates should bring extensive experience in customer success, retention, or account management, along with a strong record of leading teams and improving retention in recurring-revenue businesses.

Benefits and Additional Information

Full-time employees receive a broad benefits package, including medical, dental, and vision coverage starting on day one. The company also offers paid maternity and paternity/bonding leave, parent support resources, daycare support, free wellness programs, 24/7 access to employee assistance and telehealth services, a day-one 401(k) with company match, paid holidays, floating days, and PTO.

Additional onsite amenities include a café, Starbucks, free gym access with classes, onsite daycare, EV charging stations, and creative spaces such as a community garden club, music room, art room, and relaxation area.

ASI is an equal opportunity employer and values diversity in its workforce.

Equal Opportunity Statement

ASI welcomes applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.