Hiring: Director, Customer Strategy Company: Arcadia Location: United States Job Posted Time: 2026-09-16 14:47:02 Employment Type: Remote Target Skills & Keywords : SaaS, Segment About the job Experience: •10+ years in customer success or customer experience leadership in B2B SaaS or B2B services Required Skills: •Build the dashboard(s): Design and stand up centralized dashboard(s) bringing together the KPIs CS and Support are measured on — retention, health score/risk signal, VOC/NPS, ticket volume and SLA performance, adoption — into one consistent view. •Centralize tracking: Establish a single source of truth for how each KPI is defined, calculated, and sourced, so it means the same thing to a CSM, a Support manager, and the broader business alike. •Maintain and provide oversight: Own the dashboard as a living tool — keeping data current, partnering with RevOps/Data/Product on data-quality issues, updating thresholds and definitions as the model matures, and retiring what no longer drives decisions. •Feed the reporting cadence: Make the dashboard the backbone of recurring reporting — weekly execution check-ins, the monthly portfolio review, and executive rollups — so leadership always works from one current source. •Performance Improvement & Quality Monitoring — Identify and drive performance improvement initiatives that uplevel CSM and Customer Support Representative individual and departmental performance, including building out the service quality monitoring program the operating model calls for. •Tooling & Processes Transformation — Help shape strategies for and drive implementation of the tools, technologies, and associated processes our customer journey design & operating model transformation call for (including customer ticketing & Customer-360 & AI-related tooling). •CSM Technical Capability Building — Develop training and development protocols and tools to support CSMs becoming fluent in platform and product capabilities and solutioning. •Change Enablement — Support adoption of new processes, tools, and solutions tied to these initiatives through training, communication, and reinforcement so change actually sticks. Compensation: •Flexible work environment (work from home / hybrid options) •Flexible PTO - no accrued hours and no limit on the number of vacation days exempt employees can take each year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!