Vice President, Customer Experience

About this role

Who We Are

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 s

Similar jobs

• Vice President of Customer Experience — Antithesis · Vienna, VA, USA
• Vice President, Customer Success & Experience — Advertisingspecialtyinstitute · Trevose, PA
• Vice President, Customer Success — Zetaglobal · Remote
• Vice President Customer Success — Miro · Austin
• Vice President Customer Success — Realtimeboardglobal · New York, US; San Francisco, US
• Head of Customer Experience — Parafin · San Francisco, CA
• Head of Customer Experience — Outersignal · Remote
• Director of Customer Experience — Lightningai · New York, New York, United States