Remote Director, Customer Strategy & Lifecycle

Arcadia; United States; A distancia; USD 124.000 - 223.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Flexible PTO

11 annual holidays

Bereavement leave

Volunteer days

Professional development days

Parental Leave

Medical/dental/vision benefits

Descripción de la vacante

Arcadia is seeking a Director of Customer Strategy to partner with senior leaders in shaping the customer lifecycle operating model, KPI framework, and initiatives. You will translate strategy into a tangible resource, sequence, and tracked reality within Customer Success & Support for a global energy management company.

You will report to the Senior Director of Customer Success and lead initiatives across operating model execution, KPI infrastructure, VOC/health scoring, and tooling

Formación

• 10+ years in customer success or customer experience leadership in B2B SaaS.
• Experience in energy or complex B2B services.
• Deep knowledge of AI-enabled CS tooling and health scoring.
• Proven ability to drive measurable impact.
• Experience designing customer lifecycle or journey operating model (nice to have).

Responsabilidades

• Design and refine a customer lifecycle operating model across CS, AM, advisory/delivery, and support.
• Own KPI dashboard development and centralized tracking.
• Shape VOC and health-scoring program and operate thresholds.
• Drive performance improvement and quality monitoring.
• Lead tooling and processes transformation, including CS, 360, and AI tooling.
• Build CSM technical capability through training.
• Support change enablement through training and communications.

Conocimientos

Customer success leadership

B2B SaaS

Strategic thinking

AI-enabled CS tooling

Stakeholder collaboration

Herramientas

CS tooling (health scoring)

Descripción del empleo

Arcadia is seeking a Director of Customer Strategy to partner with senior leaders in shaping the customer lifecycle operating model, KPI framework, and initiatives. You will translate strategy into a tangible resource, sequence, and tracked reality within Customer Success & Support for a global energy management company.

You will report to the Senior Director of Customer Success and lead initiatives across operating model execution, KPI infrastructure, VOC/health scoring, and tooling