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AppCard, Inc. · 1 hour ago

Sr Director / Vice President of Customer Success

NYC Metro Area

Full-time

Onsite

Director/Executive

$160K/yr - $200K/yr

8+ years exp

AppCard Inc. is a technology and marketing company headquartered in Manhattan, NY. They are seeking a VP of Customer Success who will lead the customer success function, focusing on client onboarding, support, and retention strategies to drive long-term profitability and growth.

AnalyticsBusiness IntelligenceLoyalty ProgramsSaaSSoftware

Hiring Manager

Fateya Shajahan

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

Qualification

B2B customer successRecurring revenue modelsSF experienceTeam managementAnalytical mindsetOperational excellenceSales experienceProcess developmentDelegation skillsPlanning skillsProblem solvingCommunication skills

Required

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

Company

AppCard, Inc.

Founded in 2011 by the team behind ICQ, Dotomi and Jajah—and backed by Peter Thiel, (via Founders Fund), Eric Schmidt (via Innovation endeavors) and Jerry Yang, AppCard disrupts traditional retail sales with its global platform for data-driven marketing.

Founded in 2011

New York, New York, USA

51-200 employees