Hiring: Vice President, Customer Experience Company: Arcadia Location: United States Job Posted Time: 2026-09-03 14:47:02 Employment Type: Remote Target Skills & Keywords : R, SaaS, Segment About the job Experience: •10+ years in customer success or customer experience leadership in B2B SaaS or B2B services, including direct ownership of a P&L-scale team (100+ people) Required Skills: •Oversee the customer success (including customer support) and advisory/delivery teams. This includes guiding the customer-centric, product-centric evolution of these functions, in line with the emerging customer lifecycle operating model. •Own the customer lifecycle operating model. Lead design and rollout of the journey-based operating model — stages, customer archetypes, and branches for at-risk recovery and parallel-track expansion — that routes every account to the right coverage, cadence, and playbook across a host of Arcadia teams. •Establish CS as the single relationship owner. Build the discipline where one CSM is the customer's constant point of contact across the full lifecycle, tagging in Account Management, Support, and Advisory/Delivery as needed — rather than leaving customers to manage a rotating cast of Arcadia contacts. •Own retention; partner with AM on renewal and expansion. Hold CS accountable for account health and retention, while Account Management owns commercial execution of renewal and expansion — two distinct motions, with CS creating the conditions AM closes against. •Uplevel CSM technical capability. Cultivate a technical and consultative team culture, ensuring CSMs are fluent in platform & product capabilities and solutioning. •Lead the evolution of RMS energy solutions delivery. Take direct oversight of today's procurement, solar, tariff optimization, carbon advising, and energy management services delivery, and lead its transition into a technical, client-facing advisory layer that helps customers adopt and benefit from Arcadia's product-centric offerings. •Own Customer Support. Manage Support alongside CSM so customers experience one coherent post-sale organization Ensure support & success roles have distinct responsibilities which enable CSM’s to focus more strategically, rather than be consistently pulled into customer support activities. •Build the RACI and operating rhythm. Stand up clear roles & accountabilities across AM, CS, Support, Operations, and Advisory/Delivery, and build the VOC listening architecture and health-scoring model — including where AI-assisted signals change coverage ratios — that keeps the model honest. Compensation: •$160,425 - $287,375 / year •Flexible work environment (work from home / hybrid options) •Competitive benefits and rewards package •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!