Who We Are Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability — across every location, at enterprise scale. Backed by Correlation Ventures.
About the role
• Operating Model Refinement & Execution — Arcadia is standing up a customer lifecycle operating model, spanning journey stages, function ownership, cadences, and reporting design, across Customer Success, Account Management, Advisory/Delivery, and Support.
What they're looking for
- 10+ years in customer success or customer experience leadership in B2B SaaS or B2B services
- Experience in energy, financial services, enterprise SaaS or another complex, technical B2B services business
- Deep knowledge of AI-enabled CS tooling — health scoring, support deflection, expansion-signal detection — and designing coverage models around it
- Demonstrated ability to drive immediate, measurable impact
More about this role
We’re looking for a Director, Customer Strategy with experience in a B2B, SaaS- and product-based environment who can be a strategic thought partner to senior leaders in shaping how our customer lifecycle operating model, KPI framework, and initiatives come together – and who then helps turn that thinking into a resource, sequence, tracked reality within Customer Success & Support. We recently acquired an energy services company and we're actively upleveling and remaking what customer success looks like for a global energy management company. This role will support rebuilding the function from the outside in, starting with the customer's actual experience. We're standing up an explicit customer lifecycle operating model now: a journey-based view of the customer, from onboarding through value depth, expansion, and renewal, with real branches for at-risk recovery and parallel-track expansion — built around two distinct sales motions. We need someone who can make this function the technical, consultative, single relationship owner our customers need as they adopt an increasingly product-led set of energy management tools.
This role will report to the Senior Director of Customer...
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