Sr Director / Vice President of Customer Success

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

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