Director, Customer Success

Arcadia

4d

About The Position

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!
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.

Requirements

• 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
• History of creating or maturing Customer Success operating models, playbooks, and engagement frameworks
• Experience taking organizations from early-stage or ad-hoc processes to structured, repeatable execution
• Comfort operating in high-growth, evolving environments
• Deep belief that exceptional customer experience is a competitive advantage
• Ability to balance customer advocacy with business outcomes
• Natural instinct to simplify complexity and make the customer’s job easier
• Comfortable using data to diagnose issues, prioritize actions, and measure success
• Ability to translate strategy into clear execution plans
• Experience owning retention, churn, and expansion outcomes
• Confident engaging with senior customer stakeholders
• Clear, concise communicator able to influence across teams
• Comfortable leading difficult conversations and driving alignment
• Builder mentality - you see ambiguity as opportunity
• Bias toward action - you move quickly while maintaining quality
• Collaborative - you bring teams together rather than working in silos
• High accountability - you own outcomes, not just activities

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed