Director, Customer Strategy

Arcadia; United States; Presencial; USD 124.000 - 223.000; Jornada completa

Descripción de la vacante

Arcadia is seeking a Director, Customer Strategy to partner with senior leaders and shape the customer lifecycle operating model, KPI framework, and initiatives. You will turn strategy into a concrete, executable plan for Customer Success & Support, and help rebuild a global customer experience after acquiring an energy services company.

You will own operating model execution, KPI dashboards, VOC and health-scoring programs, and drive performance improvements, tooling, and change initiatives.

Descripción del empleo

Who We Are

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability - across every location, at enterprise scale.

Who We Are

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability - across every location, at enterprise scale. Trusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon.

We Deliver This Through Three Comprehensive Solutions

• Utility Bill Management: Automating the entire utility bill lifecycle - from data capture and validation to payment processing and auditing.
• Energy Procurement Advisory: Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all.
• Sustainability Reporting - Verified emissions data with seamless integration into leading sustainability platforms.

Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines - united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

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.

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