Director – Customer Strategy

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

📋 Description

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

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

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

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

• Provide insights during weekly execution check-ins, monthly portfolio reviews, and executive reporting.

• Build the operational infrastructure for VOC and value modeling, including survey instruments and loop-close processes throughout the five-level VOC architecture.

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

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

• Facilitate the transformation of customer ticketing systems, Customer-360 initiatives, AI-related tools, and associated processes.

• Design technical training for CSMs, along with development protocols and enablement tools.

• Promote the adoption of new processes, tools, and solutions through effective training, communication, and reinforcement.

• Assist in establishing and evolving the Customer Support function.

• Create CS-owned cadences, templates, coverage protocols, and internal operating rhythms for the customer lifecycle operating model.

• Implement the CSM technical hiring and upskilling strategy to enhance retention and improve customer satisfaction/NPS.

⛳️ Requirements

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

• Background in energy, financial services, enterprise SaaS, or other complex technical B2B services businesses.

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

• Proven track record of driving immediate and measurable impact.

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

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

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

• Please note that Arcadia is currently unable to provide visa sponsorship for this position.

🏝️ Benefits

• "Remote first" culture - work from anywhere within the continental US, provided you have a reliable internet connection.

• Flexible PTO - no accrued hours and no cap on the number of vacation days exempt employees can take annually.

• 11 paid holidays each year.

• 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 covers 75-95% of medical, dental, and vision benefits for employees and their dependents.

• Competitive benefits package and bonus component.