Vice President, Customer Experience
About The Position
Arcadia is seeking a Customer Experience (CX) executive to lead its customer success and advisory/delivery teams. The role involves overseeing the customer-centric, product-centric evolution of these functions in line with an emerging customer lifecycle operating model. The individual will own the customer lifecycle operating model, establishing Customer Success (CS) as the single relationship owner for customers, and driving retention. This role also involves upleveling CSM technical capability, leading the evolution of RMS energy solutions delivery into a technical, client-facing advisory layer, and owning Customer Support. Key responsibilities include building the RACI and operating rhythm, implementing the latest tools and technologies, and hiring and restructuring for the model. The goal is to transform customer delivery and success for a global energy management company by rebuilding the function from the outside in, starting with the customer's actual experience.
Requirements
- 10+ years in customer success or customer experience leadership in B2B SaaS or B2B services.
- Direct ownership of a P&L-scale team (100+ people).
- Proven track record of evolving an operationally-focused organization into a technical, consultative leader.
- 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 (professional services, advisory, technical delivery) into a CS organization.
- Demonstrated ability to drive immediate, measurable impact with a proven framework.
Nice To Haves
- Experience in energy, financial services, enterprise SaaS, or another complex, technical B2B services business.
- Experience leading through a post-acquisition or post-merger integration.
- Familiarity with AI-enabled CS tooling.
- Experience managing globally distributed CS/support teams.
Responsibilities
- Oversee the customer success (including customer support) and advisory/delivery teams, guiding their customer-centric, product-centric evolution.
- Own the customer lifecycle operating model, leading its design and rollout.
- Establish CS as the single relationship owner for customers across the full lifecycle.
- Own retention and partner with Account Management (AM) on renewal and expansion.
- Uplevel CSM technical capability, cultivating a technical and consultative team culture.
- Lead the evolution of RMS energy solutions delivery into a technical, client-facing advisory layer.
- Own Customer Support, ensuring a coherent post-sale organization.
- Build the RACI and operating rhythm across AM, CS, Support, Operations, and Advisory/Delivery.
- Implement the latest tools and technologies to elevate the customer experience.
- Hire and restructure the organization to support the new model.
Benefits
- Remote first culture - work anywhere in the US
- Flexible PTO
- 11 annual holidays
- 10 days sick leave
- Up to 3 weeks bereavement leave
- Up to 4 weeks of caregiver leave
- Military leave
- 2 volunteer days off
- 2 professional development days off
- 10 weeks paid parental bonding leave
- 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
