Vice President, Customer Experience

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 M…