Customer Success is an absolutely vital function to the long-term profitability and growth of AppCard. It is the core of any organization, providing support to customers, consultation through expertise and facilitating an experience worth telling others in the business community about. The right candidate will be a leader, mentor, analytical problem solver with a touch of empathy for their employees and clients alike. AppCard is looking for a seasoned professional that can lead from the trenches and instill a methodical work ethic in their team. The activities the VP of Customer Success will own, evolve and ultimately master will include: On-boarding new clients, support services, consultation services, advocacy, retention and up-sells. Responsibilities:- Drive Customer Success Outcomes (increase renewal rates, reduce churn; drive adoption, satisfaction, and advocacy)- Manage Customer Success Activities: Onboarding, Training, Professional Services, Customer Support, Renewals- Define and Optimize Customer Lifecycle (map journey, develop listening points, standardize interventions, define segmentation)- Measure Effectiveness of Customer Success (define metrics, tracking, review cadence)- Lead world-class Customer Success team (recruit leaders, rapid onboarding, align with Marketing, R&D, Finance) Required Experience/Skills:- 8+ years experience in leading B2B customer-facing organizations- Proven experience managing managers and teams larger than 20 employees- Combined background of post-sale and sales experience preferred- Deep understanding of value drivers in recurring revenue business models- Analytical and process-oriented mindset; strong operational skills- Able to collaborate across the organization and with senior executives- Willing and able to address escalated client issues with speed and urgency- SF experience – a must This role is full-time from our NYC office.Salary Range: $160,000 – $200,000.