Senior Director / VP of Customer Success

About the role

AppCard is seeking a seasoned senior leader to head its Customer Success organization. The role will shape the end‑to‑end customer journey, drive renewals, reduce churn, and turn satisfied clients into advocates.

Key responsibilities

• Increase renewal rates and lower churn while boosting product adoption and overall health scores.
• Own the full customer lifecycle: onboarding, training, professional services, support, and renewals.
• Map and continuously improve the customer journey, defining listening points and standardized interventions.
• Develop segmentation strategies, identify improvement opportunities, and measure effectiveness with operational metrics.
• Expose key metrics to the executive team and create regular review cadences.
• Recruit, onboard, and develop a world‑class Customer Success team, including functional leaders.
• Collaborate closely with Marketing and R&D to align on client communication and product enhancements.

Required profile

• Proven senior leadership experience in Customer Success, account management, or related functions.
• Strong analytical and problem‑solving abilities with a data‑driven mindset.
• Excellent mentorship and people‑development skills, fostering empathy and high performance.
• Ability to design and execute scalable processes and drive cross‑functional alignment.

Required skills