Director, Customer Strategy
About the 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 Success. Core focus areas include operating model execution, KPI & reporting infrastructure, performance improvement, technical capability building, and change enablement.
Responsibilities
- 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. You will help inform refinement of and own key pieces of the execution of that model, including: stand up the cadence and templates it calls for (e.g., QSR formats by customer archetype and segment), define coverage and