Director, Customer Strategy — Remote-First & AI-Driven CS

Arcadia Power, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 124,000 - 223,000; Full time

Benefits offered by this job

Remote first / work anywhere in the US

Flexible PTO

11 annual holidays

Parental Leave Benefits for ALL

Job summary

Arcadia Power, Inc. is seeking a Director, Customer Strategy with experience in a B2B SaaS environment to partner with senior leaders in shaping the customer lifecycle operating model and KPI framework, and to turn that thinking into actionable initiatives within Customer Success & Support.

We recently acquired an energy services company and are actively upleveling how customer success looks for a global energy management company.

Qualifications

• 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.
• Demonstrated ability to drive immediate, measurable impact.

Responsibilities

• Refine and execute a customer lifecycle operating model across CS, AM, Advisory/Delivery, and Support.
• Build KPI dashboards and centralized tracking for CS and Support metrics.
• Centralize KPI definitions, calculations, and data sources.
• Maintain dashboards as living tools with data quality oversight.
• Lead reporting cadences: weekly checks, monthly portfolio reviews, executive rollups.
• Shape VOC and health-scoring programs and thresholds.

Skills

10+ years in customer success

Experience in energy / enterprise SaaS

AI-enabled CS tooling

Demonstrated impact

Job description

Arcadia Power, Inc. is seeking a Director, Customer Strategy with experience in a B2B SaaS environment to partner with senior leaders in shaping the customer lifecycle operating model and KPI framework, and to turn that thinking into actionable initiatives within Customer Success & Support.

We recently acquired an energy services company and are actively upleveling how customer success looks for a global energy management company.