Senior Director, Customer Success

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

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.

Responsibilities

• Lead an Arcadia Customer Segment, overseeing a team of CSMs and CSM people managers (“player coaches”) to deliver high-impact outcomes for customers. Typical customers in this segment are regional payers, large ACOs, and health systems that are leaders and pioneers in their geographies.
• Ensure customers realize the full value of Arcadia’s platform by driving adoption, aligning strategic goals, and delivering consistent and reliable outcomes.
• Develop a high-performing, scalable team culture through coaching, mentorship, and operational excellence.
• Cultivate deep, trusted relationships with customer executives and lead joint governance on an ongoing basis.
• Collaborate with sales, product, and engineering to influence product direction and drive long-term customer success.
• Manage to organization goals around customer satisfaction (NPS) and revenue retention (NDR/GDR).
• Evaluate team performance by gathering, analyzing, and interpreting data to identify areas to improve timeliness and quality of delivery, the achievement of key metrics, or customer satisfaction.
• Cover the following supervisory responsibilities for department:
  • Oversee the daily work of the team.
  • Provide constructive and timely performance evaluations.
  • Recruit, interview, hire, and train staff.
  • Handle performance management of employees in accordance with company policy.

Requirements

• Bachelor’s degree required, advanced degree or relevant certifications a plus.
• Minimum 10 years of working experience in customer success, strategic account management, or consulting, with at least 5 years leading customer-facing teams.
• Experience managing both individual contributors and people leaders in complex customer environments.
• Track record of managing large enterprise accounts in SaaS, data and analytics, or Health IT companies.
• Proven ability to influence cross-functional teams and drive customer value through partnerships.
• Analytical mindset with the ability to make critical observations, and then translate those insights into strategic action.
• Demonstrated spirit of innov... (content truncated)