Senior Director / VP of Customer Success

About the role

AppCard Inc. is seeking a senior leader to head its Customer Success organization. The role will shape the end‑to‑end customer journey, drive adoption, retention and growth, and serve as the voice of the client across the company.

Key responsibilities

• Design and own the full customer lifecycle, from onboarding and training to professional services, support and renewals.
• Increase renewal rates, reduce churn and boost upsell opportunities through data‑driven health scores and advocacy programs.
• Define and track operational metrics, establish reporting cadence and present insights to the executive team.
• Build and lead a world‑class Customer Success team, recruiting functional leaders and creating rapid onboarding processes.
• Collaborate with Marketing, R&D and Sales to align messaging, product adoption initiatives and reference‑ability.
• Standardize interventions at key journey touchpoints and continuously improve processes based on best‑in‑industry practices.

Required profile

• Proven senior leadership experience in Customer Success, Account Management or related client‑facing functions.
• Strong analytical mindset with a track record of improving renewal, churn and upsell metrics.
• Excellent mentorship and people‑development skills, able to inspire and coach teams.
• Empathetic communicator who balances client needs with business objectives.
• Flexible problem‑solver comfortable evolving processes in a fast‑moving technology environment.

Required skills