Director – Customer Strategy

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🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $124k - $223k / year

⏰ Full Time

🔴 Lead

👔 Director

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Arcadia

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🤝 Non-profit

📚 Education

📱 Media

Non-profit • Education • Media

Arcadia is a non-profit organization that publishes high‑quality, freely accessible articles and art illustrations across the arts, humanities, and sciences. The organization curates research and educational content (literature, history, environmental science, international law, biology/health, architecture, etc. ), runs an art gallery and illustrated series, and shares work on social media to build public awareness and access to art and education. Arcadia emphasizes accessibility, social impact, volunteer and alumni engagement, and distributes academic-style articles and visual art to a global audience.

📋 Description

• Build out key customer lifecycle operating model elements, including cadence, templates, roles, and rhythms in Customer Success • Own the CS/Support KPI framework end to end, including definitions, centralized dashboards, tracking, maintenance, and oversight • Design dashboards covering retention, health score/risk signal, VOC/NPS, ticket volume, SLA performance, and adoption • Establish a single source of truth for KPI definitions, calculations, and data sources • Feed weekly execution check-ins, monthly portfolio reviews, and executive reporting • Build the VOC and value-model operational infrastructure, including survey instruments and loop-close processes across the five-level VOC architecture • Operationalize health-scoring dashboards and thresholds for coverage and staffing decisions • Drive performance-improvement initiatives and service-quality monitoring for CSMs and Customer Support Representatives • Drive transformation of customer ticketing, Customer-360, AI-related tooling, and associated processes • Develop CSM technical training, development protocols, and enablement tools • Support adoption of new processes, tools, and solutions through training, communication, and reinforcement • Support establishment and evolution of the Customer Support function • Establish CS-owned customer lifecycle operating-model cadences, templates, coverage protocols, and internal operating rhythms • Execute the CSM technical hiring and upskilling plan and improve retention and customer satisfaction/NPS

🎯 Requirements

• 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 • Experience designing and implementing a customer lifecycle or journey operating model — segmentation or archetypes, health scoring, RACI, relationship-owner design • Experience in a post-acquisition or post-merger integration, blending legacy delivery talent with platform- and product-oriented talent • Must be able to work in the continental United States • Arcadia is unable to offer visa sponsorship for this position at this time

🏖️ Benefits

• "Remote first" culture - work anywhere in the continental US as long as you have a reliable internet connection • Flexible PTO - no accrued hours and no limit on the number of vacation days exempt employees can take each year • 11 annual holidays • 10 days sick leave • Up to 2 weeks bereavement leave • 2 volunteer days off • 2 professional development days off • Parental Leave Benefits for ALL parents • 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents • Competitive benefits and bonus component

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