Director of Customer Success
paytronizSalary not specified
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Data & AnalyticsIndustries
Requirements
Candidates are required to possess a Bachelor’s degree, with an advanced degree or relevant certifications being a plus, and a minimum of 10 years of experience in customer success, strategic account management, or consulting, including at least 5 years of experience leading customer-facing teams. Experience managing both individual contributors and people leaders in complex customer environments is also necessary, along with a proven track record of managing large enterprise accounts in SaaS, data and analytics, or Health IT companies.
Responsibilities
The Senior Director of Customer Success will lead an Arcadia Customer Segment, overseeing a team of Customer Success Managers (CSMs) and CSM people managers (“player coaches”) to deliver high-impact outcomes for customers, ensuring they realize the full value of Arcadia’s platform by driving adoption and aligning strategic goals. They will cultivate deep, trusted relationships with customer executives and lead joint governance, collaborate with sales, product, and engineering to influence product direction, manage to organization goals around customer satisfaction (NPS) and revenue retention (NDR/GDR), and evaluate team performance by gathering, analyzing, and interpreting data to identify areas for improvement. Additionally, the role involves covering supervisory responsibilities for the department, including overseeing daily work, providing performance evaluations, recruiting and training staff, and handling performance management in accordance with company policy.
Skills
Customer Success Management
Team Leadership
Customer Relationship Building
Strategic Planning
Process Improvement
Stakeholder Management
Team Development
Customer Health Metrics
Arcadia
Data-driven healthcare solutions and analytics
About Arcadia
Arcadia focuses on improving healthcare outcomes through data-driven solutions in the healthcare sector, particularly in population health management. The company analyzes and manages the health outcomes of groups of people, serving clients such as healthcare providers, insurance companies, and government agencies. Its main product is a data platform that uses big data technology to process and store large volumes of healthcare data, allowing organizations to access and analyze this information effectively. This leads to better decision-making and enhanced patient care. Unlike many competitors, Arcadia offers a comprehensive suite of tools and consulting services that help clients optimize their use of the platform, particularly in areas like STARS HEDIS and risk adjustment accuracy. The goal of Arcadia is to improve efficiency in healthcare delivery, reduce disparities, and achieve better health outcomes for populations.
Key Metrics
Boston, MassachusettsHeadquarters
2002Year Founded
$28.7MTotal Funding
DEBTCompany Stage
Consulting, HealthcareIndustries
501-1,000Employees