Director, Customer Success

Arcadia; United States; In loco; USD 180.000 - 230.000; Tempo pieno

Descrizione del lavoro

Arcadia is seeking a seasoned Director of Customer Success to build and scale a high-performing CS organization across enterprise and strategic accounts. You will define what top-tier customer experience looks like, translate it into repeatable standards, and personally model excellence with our most strategic customers.

You will report to the VP of Customer Success and lead a team of CS Managers to lock in measurable value from Arcadia’s platform, partnering with Sales, Professional Services,

Competenze

• 8–10+ years in Customer Success or Delivery roles.
• Prior experience leading and scaling CS teams in B2B SaaS or technology-enabled services environments
• Demonstrated success managing enterprise and strategic customer relationships

Mansioni

• Lead and scale a CS organization across enterprise and strategic accounts.
• Elevate the end-to-end customer experience with repeatable onboarding, QBRs, success planning, and renewal readiness.
• Drive strategic customer outcomes with executive sponsorship and risk mitigation.
• Establish scalable operating rhythms—account reviews, forecasting, and executive reporting.
• Partner cross-functionally with Sales, Professional Services, Support, Product, and Engineering to deliver a cohesive experience

Conoscenze

Customer Success Leadership

Strategic Thinking

Team Leadership

Enterprise Relationships

Descrizione del lavoro

Who We Are:

Arcadia is the global utility data and energy solutions platform. With our leading data platform, AI-powered analytics, industry expertise, and expansive partner network, we deliver solutions for every stage of the enterprise energy management lifecycle across carbon, cost, and reliability.

Arcadia’s Enterprise Energy Management Solutions are built on a foundational data platform that has been developed for over a decade and scaled across millions of customer facilities. We transform fragmented data and siloed processes into coordinated, enterprise-wide action with comprehensive solutions including:

• Utility Bill Management: Lower utility costs and streamline bill management with automated bill payment, proactive error identification, optimized tariff structures, and budgeting & forecasting.
• Energy Procurement Advisory: Source clean energy through a comprehensive evaluation of supply options - including traditional retail options and onsite and offsite resources — to effectively manage risks, reduce costs, and achieve corporate sustainability goals.
• Sustainability Reporting: Achieve compliance goals and track carbon emissions with standardized energy data and seamless integration with leading sustainability platforms.

Tackling an enterprise client’s most critical energy challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean, cost-effective electrons, we look forward to learning what you would uniquely bring to Arcadia!

What We’re Looking For:

We’re seeking a seasoned Customer Success leader who has successfully built and scaled high-performing Customer Success organizations and is passionate about delivering a best-in-class customer experience.

This role is ideal for someone who thrives at the intersection of strategy and execution, a leader who can define what great looks like, operationalize it across teams, and personally model excellence with our most strategic customers. You bring a proven track record of elevating customer experience in complex B2B environments, moving organizations from reactive support models to proactive, outcome-driven partnerships.

At Arcadia, our ambition is to transform our customer experience from transactional to exceptional, from USPS-level reliability to Amazon-level customer obsession. This Director will play a critical role in making that vision real.

Reporting to the VP of Customer Success, you will lead a team of Customer Success Managers, establish strategic priorities, strengthen operating rigor, and ensure our customers consistently realize measurable value from our platform.

What You’ll Do:

Lead and Scale the Customer Success Organization

• Manage and develop a team of Customer Success Managers across enterprise and strategic accounts
• Coach managers and individual contributors to raise the bar on customer engagement and execution
• Foster a culture of ownership, accountability, and continuous improvement

Elevate the End-to-End Customer Experience

• Define what “top-tier customer experience” means at Arcadia and translate it into repeatable standards
• Build consistent engagement models including onboarding, QBRs, success planning, and renewal readiness
• Shift the organization from reactive issue management to proactive value delivery

Drive Strategic Customer Outcomes

• Personally oversee and support a portfolio of Arcadia’s most strategic and complex customers
• Ensure account strategies are documented, actionable, and aligned to customer business objectives
• Act as an executive sponsor and escalation point when needed

Establish Operational Excellence

• Build scalable operating rhythms such as account reviews, forecasting, and executive reporting
• Partner with Commercial Operations to improve tooling, data visibility, and workflows
• Ensure consistent execution across all segments while allowing flexibility for strategic accounts

Partner Cross-Functionally

• Work closely with Sales, Professional Services, Support, Product, and Engineering to deliver a cohesive experience
• Provide structured customer feedback into product and roadmap discussions
• Support renewal and expansion motions through strong value articulation and risk mitigation

What Will Help You Succeed:

Proven Customer Success Leadership Experience

• 8–10+ years in Customer Success or Delivery roles
• Prior experience leading and scaling CS teams in B2B SaaS or technology-enabled services environments
• Demonstrated success managing enterprise and strategic customer relationships

Experience Building at Scale