Vice President, Customer Experience (m/w/d)

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability - across every location, at enterprise scale.

Trusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon.

We deliver this through three comprehensive solutions:

• Utility Bill Management: Automating the entire utility bill lifecycle - from data capture and validation to payment processing and auditing.
• Energy Procurement Advisory: Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all.
• Sustainability Reporting - Verified emissions data with seamless integration into leading sustainability platforms.

Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines - united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

What we're looking for

Arcadia is building the definitive platform for enterprise energy management - infusing product and platform expertise into an energy services business that was, historically, a manual, workload-heavy operation, inherited through a recent acquisition. That integration is underway now, not on a future roadmap. For Customer Success (inclusive of Customer Support), it means becoming the technical, consultative, single relationship owner our customers need as they adopt an increasingly product-led set of energy management tools. For today's RMS energy solutions delivery function - the group directly responsible for delivering procurement, solar, tariff optimization, carbon advising, and other energy management services - it means evolving from an execution-heavy delivery arm into a technical, client-facing advisory layer that helps customers choose, use, and fully benefit from Arcadia's product-centric energy solutions: today's offerings, and the product-enabled, advisor-unlocked offerings still ahead.

At the same time, we're actively upleveling and remaking what customer delivery and success looks like for a global energy management company - not adjusting at the margins, but 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. Building this operating model out - including the roles, rhythms, and technology in place to run it - across Customer Success, Account Management, Advisory/Delivery, and other customer-impacting teams is the immediate mandate for this role.

We're looking for a CX executive who has already led a customer success organization in a B2B, product-based environment and can step in and evolve the function rapidly with the latest AI tools and technology.

What you'll do

• 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.
• Implement Latest Tools & Technologies. Refine our tools, processes, and escalation protocols to elevate the customer experience and ensure consistent, high-quality partnership.
• Hire and restructure for the model. Assess current CS talent, recruit more technical profiles, and build the org design - including cadence and templates such as QBR formats by customer archetype and segment - the model requires.

What will help you succeed

Must Haves

• 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)
• Proven track record of evolving an operationally-focused organization into a technical, consultative leader in the industry.
• Experience designing and implementing a customer lifecycle or journey operating model - segmentation or archetypes, health scoring, RACI, relationship-owner design
• Experience owning retention/NRR accountability as distinct from commercial renewal or expansion execution
• Demonstrated ability to integrate or absorb an adjacent service-delivery function (professional services, advisory, technical delivery) into a CS organization
• Demonstrated ability to drive immediate, measurable impact. We are looking for a leader who brings a proven framework to integrate quickly and align the organization with our strategic objectives.

Nice to Haves

• Experience in energy, financial services, enterprise SaaS, or another complex, technical B2B services business
• Experience leading through a post-acquisition or post-merger integration, blending legacy delivery talent with platform- and product-oriented talent
• Familiarity with AI-enabled CS tooling - health scoring, support deflection, expansion-signal detection - and designing coverage models around it
• Experience managing globally distributed CS/support teams (e.g., US, India, Philippines)

Key Metrics (Year 1)

• Customer lifecycle operating model (journey stages, archetypes, RACI, relationship-owner model) designed and adopted across the CS org
• Single relationship-owner model in place for a defined majority of accounts, replacing ad hoc, multi-contact coverage
• CSM technical hiring/upskilling plan in place and executing against a defined technical-skills target
• RMS energy solutions delivery (procurement, solar, tariff optimization, carbon advising, energy management services) integrated under CS with technical advisory transition underway
• VOC and health-scoring architecture live and feeding coverage/staffing decisions
• Retention rate for CS-owned accounts at or above company target
• Measurable improvement in CSM-related customer satisfaction / NPS

Benefits

• "Remote first" culture - work anywhere in the 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 3 weeks bereavement leave
• Up to 4 weeks of caregiver leave
• Military leave for eligible services or events
• 2 volunteer days off
• 2 professional development days off
• 10 weeks paid parental bonding leave for all parents and additional medical recovery time for eligible employees
• 75-95% employer cost coverage for medical, dental, and vision benefits for employees and dependents

Celebrating Diversity and Inclusion

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing [email protected] prior to completing your application.

Target Annual Compensation Range for this role will be $160,425 - $287,375. There will also be a competitive benefits and bonus component to the package. The exact compensation at which this job is filled will be determined by the skills, experience, and location of the qualified candidate. Please note that we are unable to offer visa sponsorship for this position at this time.

Automated Screening: Arcadia uses AI-assisted technology to evaluate candidates on relevant skills, experience, and education as outlined in the job description. Human review is part of all hiring decisions. Candidates may request an alternative selection process by contacting [email protected] before submitting their application.

Data Privacy & California Residents: You voluntarily provide personal information (such as your resume, contact details, and assessment responses) when submitting an application. We may use this to evaluate your candidacy and derive inferences from this data to match your profile with open roles. For California Residents: This collection is consistent with the CCPA. You have the right to request access to or deletion of your data by contacting [email protected].

Please note that we are unable to offer visa sponsorship for this position at this time