Senior Director, Customer Success

Job Description

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

What You’ll Be Doing

• 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:

o   Oversee the daily work of the team

o   Provide constructive and timely performance evaluations

o   Recruit, interview, hire, and train staff

o   Handle performance management of employees in accordance with company policy

What You’ll Bring

• Bachelor’s degree required, advanced degree or relevant certifications a plus
• Minimum 10 years; 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 innovation and continuous improvement
• Independent idea generation and problem-solving, with the ability to prioritize and manage multiple strategic initiatives simultaneously
• Excellent presentation and communication skills, including ability to create powerful materials in Microsoft PowerPoint, Excel, Word, etc.

Would Love For You To Have

• Experience in Value Based Care and Population Health Management
• Background working with highly technical, data-driven customers
• A strategic yet hands-on leadership style, comfortable setting vision and jumping into the details
• A positive attitude and willingness to adapt to a fast-paced environment
• Deep empathy for customers and a passion for helping customers and teams succeed
• Proven track record in leading teams to achieve complicated, challenging objectives

What You’ll Get

• The opportunity to:

o   Design the way in which Arcadia supports its customers

o   Work alongside the healthcare leaders and innovators that make up Arcadia’s diverse client base

• Join a mission-driven company that is transforming the healthcare industry and changing the way patients receive care
• A supportive and remote work-friendly company with personality and heart
• Excellent benefits including unlimited Flexible Time Off

About Arcadia

Arcadia.io helps innovative providers and payers across the country transform healthcare to reduce cost while improving patient health. We do this by aggregating large amounts of disparate data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive population health management software market and have been recognized by industry analysts KLAS, IDC, Forrester, and Chilmark for our leadership. For a better sense of our brand and products, please explore our website.

Protect Yourself

If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from Arcadia, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit our website.

This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia’s custodianship as well as Arcadia Intellectual Properties.  For any security-specific roles, the responsibilities would be further defined by the hiring manager.