Sr Director / Vice President of Customer Success

Company Profile

AppCard Inc. is a technology and marketing company headquartered in Manhattan, NY. Appcard has a powerful marketing tool that leverages data acquired at the point of sale (POS) via an advanced rewards program to create advanced retargeting campaigns that help businesses increase their bottom line. AppCard is unique in the loyalty space due to its patented technology which allows businesses to capture shopper identity and item level data in realtime from purchases made in store and online. The benefit of this is two fold: consumers benefit by receiving offers, incentives and coupons. Through a shopper’s interactions with the former AppCard’s platform records and learns shopper behavior and gives grocers the ability to make their data actionable to increase average basket size and systematically increase repeat purchases.

VP of Customer Success

Customer Success is an absolutely vital function to the long-term profitability and growth of AppCard. It is the core of any organization, providing support to customers, consultation through expertise and facilitating an experience worth telling others in the business community about. The right candidate will be a leader, mentor, analytical problem solver with a touch of empathy for their employees and clients alike. AppCard is looking for a seasoned professional that can lead from the trenches and instill a methodical work ethic in their team. The activities the VP of Customer Success will own, evolve and ultimately master will include: On-boarding new clients, support services, consultation services, advocacy, retention and up-sells. If you are a flexible leader capable of evolving processes and your way of approaching and solving problems, we want you. (e.g., on-boarding, marketing support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

• Drive Customer Success Outcomes

-Increase renewal rates and reduce churn

-Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

-Drive new business growth through greater advocacy and reference-ability

• Manage Customer Success Activities

-Onboarding

-Training

-Professional Services

-Customer Support

-Renewals

• Define and Optimize Customer Lifecycle

-Map customer journey

-Develop listening points in the journey (e.g., usage, satisfaction, etc.)

-Standardize interventions for each point in journey

-Define segmentation of customer base and varying strategies

-Identify opportunities for continuous improvement

-Learn from best practices in industry

• Measure Effectiveness of Customer Success

-Define operational metrics for team

-Establish system for tracking metrics

-Create cadence for review within team

-Expose subset of metrics to executive team and company Lead World-class Customer Success Team

-Recruit experienced leaders for each functional role

-Create rapid onboarding process for new team members

-Align with Marketing around marketing to existing clients

-Align with R&D around bugs, issues and tech issues

-Align with Finance around measurement and forecasting

-Drive company-wide definition of ideal customer

Required Experience/Skills:

• 8+ years experience in leading B2B customer-facing organizations
• Proven experience managing managers and teams larger than 20 employees
• Ideally combined background of post-sale and sales experience
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Enthusiastic and creative leader with the ability to inspire others
• Effective working with multiple teams and management across the organization;
• Proven experience leading teams, driving software adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery;
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning;
• Able to collaborate across the organization and with external stakeholders and successfully working with senior executives;
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction;
• Willing and able to address escalated client issues with speed and urgency;
• You share our values, and work in accordance with those values;
• SF experience - a must

**This role is full-time from our NYC office**