Director – Customer Strategy

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop essential components of the customer lifecycle operating model, which includes cadence, templates, roles, and rhythms within Customer Success.

• Take complete ownership of the CS/Support KPI framework from start to finish, which encompasses definitions, centralized dashboards, tracking, maintenance, and oversight.

• Create dashboards that focus on retention, health score/risk signals, VOC/NPS, ticket volume, SLA performance, and adoption metrics.

• Establish a consolidated source of truth for KPI definitions, calculations, and data sources.

• Facilitate weekly execution check-ins, monthly portfolio reviews, and executive reporting.

• Construct the operational infrastructure for VOC and value-model, which includes survey instruments and loop-close processes across the five-level VOC architecture.

• Operationalize health-scoring dashboards and set thresholds to inform coverage and staffing decisions.

• Lead performance improvement initiatives and service quality monitoring for Customer Success Managers (CSMs) and Customer Support Representatives.

• Spearhead the transformation of customer ticketing, Customer-360, AI-related tools, and related processes.

• Design CSM technical training, development protocols, and enablement tools.

• Assist in the adoption of new processes, tools, and solutions through training, communication, and reinforcement.

• Contribute to the establishment and evolution of the Customer Support function.

• Create cadences, templates, coverage protocols, and internal operating rhythms owned by Customer Success for the customer lifecycle operating model.

• Implement the CSM technical hiring and upskilling plan while enhancing retention and customer satisfaction/NPS.

⛳️ Requirements

• Over 10 years of leadership experience in customer success or customer experience within B2B SaaS or B2B services.

• Background in energy, financial services, enterprise SaaS, or another complex, technical B2B services industry.

• Extensive knowledge of AI-enabled customer success tools, including health scoring, support deflection, and expansion-signal detection, along with designing coverage models around these tools.

• Proven capability to drive immediate and measurable impact.

• Experience in designing and implementing a customer lifecycle or journey operating model, which includes segmentation or archetypes, health scoring, RACI, and relationship-owner design.

• Familiarity with post-acquisition or post-merger integration, merging legacy delivery talent with platform- and product-oriented talent.

• Must be eligible to work in the continental United States.

• Please note that Arcadia is not able to provide visa sponsorship for this position at this time.

🏝️ Benefits

• "Remote first" culture - work from anywhere in the continental US, provided 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 of sick leave.

• Up to 2 weeks of bereavement leave.

• 2 volunteer days off.

• 2 professional development days off.

• Parental Leave Benefits available for ALL parents.

• Employer cost coverage for medical, dental, and vision benefits for employees and their dependents ranging from 75-95%.

• Competitive benefits package along with a bonus component.