Director, Customer Success

Lead and Scale:

• Manage and develop a team of Customer Success Managers.
• 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 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.

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.