Senior Director, Customer Success

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