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