Homeoffice Senior Director, Customer Success bei Arcadia
Arcadia · Remote (USA) / Boston, MA / Washington DC / Arlington, VA, Vereinigte Staaten Von Amerika · Remote
Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit arcadia.io.
Why This Role Is Important To Arcadia
We are seeking a highly skilled and experienced Senior Director of Customer Success to join our senior customer leadership team. This role will own the relationship with a segment of customers and manage the department of Customer Success Managers (CSMs) who directly support those customers’ operations. Your mission: ensure customer satisfaction, deepen the degree of trust in relationships, and build an outstanding team. Reporting directly to the General Manager of our core customer business, you’ll be a key voice in shaping our customer strategy and delivering value across the business.
What Success looks Like
In 3 months
- Build strong relationships with your direct reports, several initial customers, and internal stakeholders
- Gain a deep understanding of the customer portfolio, current team structure, and health metrics
- Identify gaps and quick wins in customer delivery, process, and team capability
In 6 months
- Present a comprehensive plan for customer satisfaction, retention, and referenceability
- Launch initiatives to improve customer health, deepen trust in customer relationships, and elevate internal coordination
- Build relationships with all customers in the segment
In 12 months
- Demonstrate measurable improvements in customer health, team accountability, and revenue opportunities
- Launch scalable frameworks and coaching models to support ongoing team development
- Establish yourself as a go-to leader within the company for the voice of the customer
