Sr Director / Vice President of Customer Success

Company overview

AppCard Inc. is a technology and marketing business based in Manhattan, New York. Its platform uses point-of-sale data and an advanced rewards system to power highly targeted retargeting campaigns that help merchants improve revenue. AppCard stands out in the loyalty market because its patented technology captures shopper identity and item-level purchase data in real time, both in-store and online.

For consumers, the platform delivers offers, incentives, and coupons. For businesses, it turns shopper interactions into actionable insights that can be used to raise basket size and encourage repeat purchases, especially in grocery environments.

Role overview

AppCard is hiring a senior customer success leader to shape and scale the function across the business. This role is central to long-term growth and profitability, with ownership across onboarding, support, advisory services, customer advocacy, retention, and expansion.

The ideal candidate is a hands-on leader who can coach teams, solve complex problems with a data-driven mindset, and bring a balanced mix of empathy and discipline to both employees and customers. The company is seeking someone who can lead from the front, improve processes continuously, and build a strong culture of accountability.

Key responsibilities

• Own customer success results across renewal, retention, adoption, and expansion metrics.
• Reduce churn while improving renewal performance and customer lifetime value.
• Strengthen advocacy and referrals to support new business growth.
• Oversee onboarding, training, professional services, customer support, and renewals.
• Design and refine the customer lifecycle, including journey mapping and intervention points.
• Identify customer health indicators such as usage and satisfaction, and build action plans around them.
• Segment the customer base and tailor success strategies by segment.
• Continuously improve processes by learning from industry best practices.
• Define team metrics, build tracking systems, and set a regular review rhythm.
• Share a focused set of performance metrics with senior leadership.
• Hire and develop strong leaders across functional areas of the customer success team.
• Create a fast and effective onboarding process for new team members.
• Partner with Marketing on campaigns for existing customers.
• Work with R&D to resolve product issues, bugs, and technical escalations.
• Collaborate with Finance on forecasting and performance measurement.
• Help define the company’s ideal customer profile.

Required experience and qualifications

• At least 8 years of experience leading customer-facing B2B organizations.
• Mandatory grocery industry experience and POS-related background.
• Proven track record of managing managers and teams of more than 20 people.
• Experience that combines post-sales and sales leadership is preferred.
• Strong understanding of the value drivers in recurring revenue businesses.
• Highly analytical, structured, and process-driven approach to work.
• Strong leadership presence with the ability to motivate and inspire others.
• Comfort working across multiple departments and levels of management.
• Background in driving software adoption and applying customer success best practices.
• Ability to turn strategy into measurable initiatives and deliver results.
• Well-developed skills in operational excellence, process improvement, problem solving, communication, delegation, and planning.
• Experience collaborating with senior executives and external stakeholders.
• Strong operational capability focused on efficiency and customer satisfaction.
• Ability to respond quickly and effectively to escalated client issues.
• Alignment with company values and the ability to work accordingly.
• Salesforce experience is required.

Additional requirement

Candidates must have a grocery background.

About the work environment

This is a full-time, onsite role in the United States.

No salary, opening count, or start date was specified in the source information.

No perks, benefits, or eligibility restrictions beyond the stated experience and industry requirements were provided.