Note: The job is a remote job and is open to candidates in USA. AppCard Inc. is a technology and marketing company headquartered in Manhattan, NY, seeking a VP of Customer Success. The role is crucial for the company's growth, focusing on customer support, consultation, and enhancing customer experiences to drive retention and advocacy.

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

Skills

• 8+ years experience in leading B2B customer-facing organizations
• Grocery background, POS related experience - a must
• 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

Company Overview