Senior Director, Customer Success

| Washington DC | Remote
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Arcadia is a technology company revolutionizing the energy industry. We make choosing clean energy easy for everyone, no matter where you live or who your utility provider is. Founded in 2015, Arcadia set out with one purpose that continues to drive us today: a 100% clean energy future.

Tackling one of the world’s biggest challenges – climate change – requires out-of-the-box thinking and diverse perspectives, so we’re building a team of individuals from all different backgrounds, industries, and educational experiences. If you share our passion for building a future powered by 100% renewable energy, we look forward to receiving your application and learning what you would uniquely bring to our organization!

What we’re looking for:

We are seeking an experienced Customer Success leader who is passionate about enhancing the customer experience across all customer segments, creating long-term member relationships, and driving incremental business value. 

This role will be responsible for leading a team that ensures all residential customers have a seamless customer service experience while also driving incremental adoption of products. In addition, this role will oversee customer success efforts across our business customers, ranging from SMBs to large enterprise clients. These customers will require a best-in-class experience and the team will be accountable for delivering the highest retention rates and increasing the contract value for these customers.

This role can be based in Washington, D.C. or New York, and reports directly to the SVP of Marketing.

What you'll do:
  • Deliver a best-in-class customer support experience across all customer segments resulting in increased retention.
  • Develop and execute strategies that result in an increased LTV across all customer segments.
  • Attract, hire, coach, and retain the highest quality customer support and success teams with experience in B2C/B2B markets.
  • Collaborate with various Arcadia teams, including Product, Engineering and Marketing, to provide high quality customer experiences and resolve product issues for our members.
  • Establish metrics and analysis plans that provide clear quantitative insights.
  • Manage and lead the team to develop delivery plans that maximize member experience and achieve higher value realization and member satisfaction.
  • Contribute thought leadership and best practices, both internally and externally, around member service experience improvements.
What will help you succeed:
  • 10+ years of experience supporting a wide range of members from single users to complex enterprises with subsidiary and agency models.
  • 5+ years of direct supervisory experience.
  • Ability to deeply understand the health and performance of the team through data and metrics.
  • Ability to communicate complex ideas and abstract concepts through data and written reports as well as presentations. 
  • History of driving successful change and improvement with impactful and measurable results.
  • Ability to develop strong relationships and establish clear boundaries with stakeholders at peer and executive levels.
  • Proven ability to lead and build high-performing teams focused on continual improvement, process development, communication and knowledge sharing.
  • Ability to think strategically, as well as tactically and to exercise sound judgment in priority/goal setting.
  • Curiosity, creativity, humility and not afraid to make mistakes.
  • Technical aptitude to understand, explain and drive technical issues and discussions.
  • Gets energy from a fast-paced environment and that is continuously evolving.
Nice-to-haves:
  • Previous on-hand experience building out an efficient support platform using Zendesk or similar CIS programs (Service Cloud, Fresh Desk, Glady, Kustomer).
  • Deep-rooted understanding of renewable energy, RECs, community solar, and the energy industry.
Benefits:
  • Market-based compensation (salary + equity)
  • Healthcare, dental, vision, 401(k), and commuter benefits
  • Paid Time Off (holidays, vacation, professional development, volunteer, parental leave)
  • Professional development opportunities
  • All-company lunches
  • Free clean energy
  • A chance to decarbonize and disrupt the energy sector
Eliminating carbon footprints, eliminating carbon copies.
 
Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunity regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. While we are currently unable to consider candidates who will require visa sponsorship, we welcome applications from all qualified candidates eligible to work in the United States.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
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    • PythonLanguages
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    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
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    • Node.jsFrameworks
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    • Google AnalyticsAnalytics
    • IllustratorDesign
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    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

An Insider's view of Arcadia

What's something quirky about your company?

I love how Arcadia has this really cool and quirky way of introducing new Employees that I've never seen anywhere else - right around the start of WFH we launched a weekly interview show to introduce new Arcadians and engage them in the culture, I think half the company has been interviewed at this point and it's a great way to get to know people!

Cam

IT Manager

What are Arcadia Perks + Benefits

Arcadia Benefits Overview

We offer industry leading benefits including unlimited vacation that Arcadians are able to use to ensure their work life balance.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
We offer biweekly Yoga and guided cardio workout sessions as well as have a Fitness and Fun video library with prior classes for reference.
Mental Health Benefits
We have an EAP (Employee Assistance Program) in place and an ongoing webinars focusing on mental health, coping with COVID, and emotional well-being.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Home Office Stipend for Remote Employees
We work with all of our employees to ensure they have an functional and comfortable home office with a focus on ergonomics.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Arcadia we create programs and opportunities that allow connection with one another and bridge the work from home gap. We host themed events, contests with prizes, and provide resources for shared personal and professional interests.

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