Senior Director / VP of Customer Success

About the role

AppCard is seeking a seasoned senior leader to head its Customer Success organization. The role combines strategic oversight with hands‑on execution, ensuring clients receive exceptional onboarding, support, and ongoing value from our patented loyalty technology.

Key responsibilities

• Drive customer success outcomes by increasing renewal rates, reducing churn, and boosting product adoption.
• Own the full customer lifecycle: onboarding, training, professional services, support, and renewals.
• Map and continuously improve the customer journey, establishing listening points and standardized interventions.
• Define segmentation strategies, identify improvement opportunities, and implement best‑practice processes.
• Measure and report on operational metrics, creating regular review cadences and exposing key data to executive leadership.
• Lead and grow a world‑class customer success team, recruiting senior leaders for each functional area and establishing rapid onboarding for new hires.
• Collaborate closely with Marketing and R&D to align on client communication, advocacy programs, and product enhancements.

Required profile

• Proven senior leadership experience in customer success, account management, or related SaaS environments.
• Strong analytical mindset with a track record of solving complex problems and optimizing processes.
• Empathetic mentor who can inspire and develop high‑performing teams.
• Ability to influence cross‑functional stakeholders and drive strategic initiatives.

Required skills