Director, Customer Lifecycle & Strategy

Arcadia; Washington (District of Columbia); On-site; USD 124,000 - 223,000; Full time

Benefits offered by this job

Remote work

Flexible PTO

11 holidays

Sick leave

Job summary

Arcadia is seeking a Director, Customer Strategy to partner with senior leaders in shaping the customer lifecycle operating model and KPI framework. The role will turn strategic thinking into a tangible plan within Customer Success and Support, following Arcadia's recent acquisition and ongoing transformation.

You will report to the Senior Director of Customer Success and drive operating model refinement, KPI centralization, VOC initiatives, and CSM capability building across global teams.

Qualifications

• 10+ years in B2B SaaS customer success leadership.
• Experience in energy, financial services, or complex B2B services.
• Deep knowledge of AI-enabled CS tooling and health scoring.
• Ability to drive immediate, measurable impact.

Responsibilities

• Refine and execute a customer lifecycle operating model spanning CS, AM, Advisory/Delivery, and Support.
• Own KPI dashboards: define, build, centralize, maintain.
• Drive performance improvement and quality monitoring.
• Build CSM fluency in platform and product capabilities.
• Lead change enablement for new processes and tools.

Skills

Customer success leadership

B2B SaaS

AI-enabled tooling

Change management

Tools

AI-related tooling

Customer-360 tooling

Job description

Arcadia is seeking a Director, Customer Strategy to partner with senior leaders in shaping the customer lifecycle operating model and KPI framework. The role will turn strategic thinking into a tangible plan within Customer Success and Support, following Arcadia's recent acquisition and ongoing transformation.

You will report to the Senior Director of Customer Success and drive operating model refinement, KPI centralization, VOC initiatives, and CSM capability building across global teams.