What we’re looking for

We’re looking for a Director, Customer Strategy with experience in a B2B, SaaS- and product-based environment who can be a strategic thought partner to senior leaders in shaping how our customer lifecycle operating model, KPI framework, and initiatives come together – and who then helps turn that thinking into a resource, sequence, tracked reality within Customer Success & Support. We recently acquired an energy services company and we're actively upleveling and remaking what customer success looks like for a global energy management company. This role will support rebuilding the function from the outside in, starting with the customer's actual experience. We're standing up an explicit customer lifecycle operating model now: a journey-based view of the customer, from onboarding through value depth, expansion, and renewal, with real branches for at-risk recovery and parallel-track expansion — built around two distinct sales motions. We need someone who can make this function the technical, consultative, single relationship owner our customers need as they adopt an increasingly product-led set of energy management tools. 

This role will report to the Senior Director of Customer Success.

Core Focus Areas

•     Operating Model Execution — Building out key operating model elements from Arcadia’s customer journey/lifecycle work (i.e. cadence, templates, roles, and rhythms the customer lifecycle operating model calls for in Customer Success)

•     KPI & Reporting Infrastructure — Own the CS/Support KPI framework end to end: define, build, centralize, and maintain the data & dashboards leadership relies on.

•     Performance Improvement — Drive the initiatives, tooling, and quality-monitoring programs that uplevel CSM and Support performance.

•     Technical Capability Building — Uplevel CSM fluency in platform and product capabilities through training and enablement.

•     Change Enablement — Support the CS organization through the operational and technology change the transformation requires.

Key Responsibilities

•     Operating Model Refinement & Execution — Arcadia is standing up a customer lifecycle operating model, spanning journey stages, function ownership, cadences, and reporting design, across Customer Success, Account Management, Advisory/Delivery, and Support. You will help inform refinement of and own key pieces of the execution of that model, including: stand up the cadence and templates it calls for (e.g., QSR formats by customer archetype and segment), define coverage and tag-in protocols between functions, and keep the rollout on track as it moves from design into daily practice.

•     KPI Dashboard Development, Centralized Tracking & Oversight — Own the CS/Support KPI framework end to end:

◦     Build the dashboard(s): Design and stand up centralized dashboard(s) bringing together the KPIs CS and Support are measured on — retention, health score/risk signal, VOC/NPS, ticket volume and SLA performance, adoption — into one consistent view.

◦     Centralize tracking: Establish a single source of truth for how each KPI is defined, calculated, and sourced, so it means the same thing to a CSM, a Support manager, and the broader business alike.

◦     Maintain and provide oversight: Own the dashboard as a living tool — keeping data current, partnering with RevOps/Data/Product on data-quality issues, updating thresholds and definitions as the model matures, and retiring what no longer drives decisions.

◦     Feed the reporting cadence: Make the dashboard the backbone of recurring reporting — weekly execution check-ins, the monthly portfolio review, and executive rollups — so leadership always works from one current source.

•     VOC & Health-Scoring Program — Help shape the VOC and value-model strategy, then build out the operational infrastructure the VOC and value-model strategy calls for: stand up the survey instruments and loop-close process across the 5-level VOC architecture (CAB, relationship NPS, journey-stage surveys, transactional CSAT, always-on signals), and operationalize the health-scoring dashboard and thresholds that feed coverage and staffing decisions.

•     Performance Improvement & Quality Monitoring — Identify and drive performance improvement initiatives that uplevel CSM and Customer Support Representative individual and departmental performance, including building out the service quality monitoring program the operating model calls for.

•     Tooling & Processes Transformation — Help shape strategies for and drive implementation of the tools, technologies, and associated processes our customer journey design & operating model transformation call for (including customer ticketing & Customer-360 & AI-related tooling). 

•     CSM Technical Capability Building — Develop training and development protocols and tools to support CSMs becoming fluent in platform and product capabilities and solutioning.

•     Change Enablement — Support adoption of new processes, tools, and solutions tied to these initiatives through training, communication, and reinforcement so change actually sticks.

Target Annual Compensation Range for this role will be $124,00 - $223,000. There will also be a competitive benefits and bonus component to the package. The exact compensation at which this job is filled will be determined by the skills, experience, and location of the qualified candidate. Please note that we are unable to offer visa sponsorship for this position at this time.

What will help you succeed

Must Haves

• 10+ years in customer success or customer experience leadership in B2B SaaS or B2B services
• Experience in energy, financial services, enterprise SaaS or another complex, technical B2B services business
• Deep knowledge of AI-enabled CS tooling — health scoring, support deflection, expansion-signal detection — and designing coverage models around it.
• Demonstrated ability to drive immediate, measurable impact.

Nice to Haves

• Experience designing and implementing a customer lifecycle or journey operating model — segmentation or archetypes, health scoring, RACI, relationship-owner design
• Experience in a post-acquisition or post-merger integration, blending legacy delivery talent with platform- and product-oriented talent

Key Deliverables & Metrics (Year 1)

• VOC & Health-Scoring Program Buildout — 5-layer VOC and health scaring model & architecture designed, with associated survey instruments, CAB design, and health-scoring dashboard established.
• Assist Customer Support functional evolution.  Established ticketing system — and associated organizational evolution of — the Customer Support function, with roles having distinct responsibilities and are organized for efficiency & quality.
• Operating Model Buildout — Full establishment of the CS&S-owned aspects of the customer lifecycle operating model, including cadence and templates (e.g., QSR formats by customer archetype and segment), coverage and tag-in protocols between CS, AM, Support, and Advisory/Delivery, and internal operating rhythm (weekly/monthly reviews)..
• CSM technical hiring/upskilling plan in place and executing against a defined technical-skills target
• Retention rate for CS-owned accounts at or above company target
• Measurable improvement in CSM-related customer satisfaction / NPS
  
  

Benefits:

• "Remote first" culture - work anywhere in the continental US as long as you have a reliable internet connection
• Flexible PTO - no accrued hours and no limit on the number of vacation days exempt employees can take each year
• 11 annual holidays
• 10 days sick leave
• Up to 2 weeks bereavement leave
• 2 volunteer days off
• 2 professional development days off
• Parental Leave Benefits for ALL parents
• 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents

Celebrating Diversity and Inclusion 

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing careers@arcadia.com prior to completing your application.

Target Annual Compensation Range for this role will be $124,00 - $223,000. There will also be a competitive benefits and bonus component to the package. The exact compensation at which this job is filled will be determined by the skills, experience, and location of the qualified candidate. Please note that we are unable to offer visa sponsorship for this position at this time.

Automated Screening: Arcadia uses AI-assisted technology to evaluate candidates on relevant skills, experience, and education as outlined in the job description. Human review is part of all hiring decisions. Candidates may request an alternative selection process by contacting careers@arcadia.com before submitting their application. 

Data Privacy & California Residents: You voluntarily provide personal information (such as your resume, contact details, and assessment responses) when submitting an application. We may use this to evaluate your candidacy and derive inferences from this data to match your profile with open roles. For California Residents: This collection is consistent with the CCPA. You have the right to request access to or deletion of your data by contacting careers@arcadia.com.