VP, Customer Experience & Technical Advisory

Arcadia; United States; Remote; USD 160,000 - 287,000; Full time

Benefits offered by this job

Remote-first culture

Flexible PTO

11 holidays

Sick leave

Bereavement leave

Caregiver leave

Parental leave

Career development

Job summary

Arcadia is seeking a CX executive to lead a customer success organization in a B2B, product-based environment and rapidly evolve the function with the latest AI tools. The role centers on building a modern, product-led customer delivery model across CS, Account Management, Advisory/Delivery, and Support to drive value for enterprise customers.

The ideal leader will design and implement a comprehensive customer lifecycle operating model, drive retention and expansion, and hire/reshape teams to

Qualifications

• 10+ years in customer success or customer experience leadership in B2B SaaS or B2B services, including direct ownership of a P&L-scale team (100+ people)
• Proven track record of evolving an operationally-focused organization into a technical, consultative leader in the industry
• Experience designing and implementing a customer lifecycle or journey operating model — segmentation or archetypes, health scoring, RACI, relationship-owner design
• Experience owning retention/NRR accountability as distinct from commercial renewal or expansion execution
• Demonstrated ability to integrate or absorb an adjacent service-delivery function into a CS organization

Responsibilities

• Oversee the customer success (including customer support) and advisory/delivery teams and guide their evolution toward a product-led, customer-centric model
• Own the customer lifecycle operating model, including journey stages, archetypes, and coverage branches
• Establish CS as the single relationship owner across the full lifecycle, coordinating with AM, Support, and Advisory/Delivery
• Own retention and partner with AM on renewal and expansion while keeping CS accountable for account health
• Uplevel CSM technical capability and ensure fluency in platform and product capabilities
• Lead the evolution of RMS energy solutions delivery into a technical, client-facing advisory layer
• Own Customer Support and design distinct responsibilities to allow CS to focus on strategic activities
• Build RACI and operating rhythm across AM, CS, Support, and Advisory/Delivery with VOC architecture and health scoring
• Implement latest tools, processes, and escalation protocols to elevate the customer experience
• Hire and restructure for the model, developing cadence and templates for QBRs by archetype and segment

Skills

Customer success leadership

P&L ownership

CS lifecycle design

Retention/NRR accountability

Cross-functional collaboration

AI tooling familiarity

Global team leadership

Job description

Arcadia is seeking a CX executive to lead a customer success organization in a B2B, product-based environment and rapidly evolve the function with the latest AI tools. The role centers on building a modern, product-led customer delivery model across CS, Account Management, Advisory/Delivery, and Support to drive value for enterprise customers.

The ideal leader will design and implement a comprehensive customer lifecycle operating model, drive retention and expansion, and hire/reshape teams to