Associate Vice President Client Success

SkillPath is hiring an Associate Vice President of Client Success to protect and grow the revenue we have already earned. This leader owns retention across our subscription and learning-platform book and grows the existing client base through expansion, cross-sell, and upsell across the full SkillPath catalog. The role builds our client success practice from the ground up, starting with one direct report and an assigned subscription book.

Retention comes first. SkillPath keeps too few of the clients it has already won, and no single leader owns that number today. This role does. The Associate Vice President owns gross revenue retention, net revenue retention, renewal performance, and churn reduction on the subscription and learning-platform book, measured on billed-and-collected revenue.

The Associate Vice President grows existing accounts through subscription attachment, learning-platform adoption, and custom content, and coordinates with Sales on any growth into accounts a representative already holds. This role also owns holding all departments accountable for executing the Client Success Pathway that has been rolled out. This person will work with each department to evaluate how the Pathway is performing and adjust as necessary to achieve optimal results and collaboration across the organization.

Core Responsibilities

Revenue ownership and client outcomes

· Own net revenue retention, gross revenue retention, renewal performance, and churn reduction on the subscription and learning-platform book, measured on billed-and-collected revenue.

· Build the renewal process end to end: a save-rate metric, a renewal-outcome record in Salesforce, and a health score built on seat activation, usage, and executive-sponsor coverage.

· Grow revenue within existing accounts through cross-sell and upsell aligned with client needs and demonstrated value, inside the defined territory framework.

· Increase adoption, satisfaction, and client lifetime value across the book, and turn strong accounts into references and long-term partners.

Retention risk, analytics, and forecasting

· Identify at-risk clients early and run cross-functional save plans before risk becomes churn, using seat activation and usage as the leading signals.

· Build reliable renewal and expansion forecasting and give leadership clear visibility into client health, renewal pipeline, expansion signals, and material risk.

· Work with IT and the Salesforce administrator to stand up the dashboards and outcome fields the function runs on, which do not exist today.

· Define and track the operating metrics for adoption, health, renewals, expansion, and save rate, and report them to leadership on a set schedule.

· Establish a consistent way to measure and show client value and return, so clients and internal teams understand the impact of the partnership.

Practice build and team leadership

· Build the client success practice from a small base. This role starts with one direct report and an assigned subscription book and grows the function as results justify the investment, not ahead of it.

· Lead and coach the assigned subscription owners, set clear performance standards, and hold the team accountable for retention and expansion results.

· Create the onboarding and enablement the client-facing team needs, and build a culture of ownership, client advocacy, and continuous improvement.

Data, technology, and digital programs

· Work with the Salesforce administrator and IT to evaluate and improve the systems supporting client success: CRM, client health, learning-platform analytics, and engagement tools.

· Use client data and automation to personalize outreach, improve efficiency, identify risk earlier, and find expansion opportunities.

· Run scalable digital and low-touch engagement for the long tail of smaller subscription accounts, reserving high-touch attention for the largest accounts and the priority expansion targets.

· Turn client intelligence into clear recommendations for leadership.

Cross-functional and executive partnership

· Partner with all departments to ensure Client Success Pathway is being adhered to and evaluate how it is performing. Make recommendations for innovations as necessary and work with department leaders to alter process improvements. Report regularly to Chief Growth Officer on performance of program.

· Partner with Sales on client fit, handoffs, renewals, cross-sell, and upsell under the defined rules that protect representative income and account ownership.

· Partner with Content and with Events and Delivery to remove friction, improve time to value, and give clients a connected experience from purchase through renewal.

· Partner with Finance on measurement, forecasting, and the financial health of the client book, always on billed-and-collected revenue.

· Progressive leadership in client success, account management, revenue retention, or a related post-sale function, with personal ownership of a retention number.

· Proven results on retention, renewals, net revenue retention, expansion, and forecasting in a recurring-revenue business, with the systems built to produce them: health scoring, renewal playbooks, and retention forecasting.

· A hands-on operator who works as a player-coach, leading a small team while personally holding the largest accounts. This is a build role, not a role that inherits a large organization.

· Experience in training, education, professional services, B2B subscription, or an adjacent recurring-revenue business.

· Strong executive presence, able to build trust, manage difficult escalations, and communicate clearly with executives and a board.

· Able to turn client insight and operating data into strategy and measurable action.

· Comfort partnering with a direct sales team under clear rules for who sells what.

· Working knowledge of CRM, client success platforms, product analytics, and automation. Salesforce experience preferred.

· Comfort operating in a turnaround with tight cash, where spend is sequenced to what it collects

Measures of Success

· Lift subscription gross revenue retention from a budgeted 77 percent toward 88 percent or better on billed-and-collected revenue, with a matching drop in churn.

· Convert 10 to 20 percent of a targeted instructor-led-only cohort to a subscription within the first year.

· Stand up the save-rate metric, renewal-outcome field, and health score within 90 days, none of which exist today.

· Deliver a renewal forecast accurate within plus or minus 10 percent of collected actuals by the fourth quarter.

· Build a capable, accountable client success team sized to results.