Director, Customer Outcomes

About this Role

The Director of Customer Outcomes is a senior, strategic leader who sits at the intersection of customer-facing delivery and internal advocacy. Externally, this individual owns the relationship for some of Arkestro's most important accounts — building trusted partnerships at the C-suite and VP level, driving measurable value realization, and translating Arkestro's platform capabilities into tangible business outcomes for our customers. Internally, this person serves as the authoritative voice of the customer, ensuring that product direction, implementation practices, and go-to-market strategy are continuously shaped by real customer needs and feedback. This role bridges commercial growth, product adoption, and customer advocacy — and is central to Arkestro's retention and expansion strategy.

Our team comprises individuals who, once they find a problem, cannot let go of that problem until they have found the right solution for the customer.  This may require having expert knowledge of what the platform can do, but it may also require the ability to think outside the box and problem-solve in new and creative ways. They advocate for the customer and are willing to zealously defend the requirements of the customer, both internally and to the customer themselves. 

Working for a Series A startup is not for everyone. It requires a desire to build from the ground up. That is easy to say and harder to do. It requires working within ambiguity, and a selfless dedication to do whatever it takes to make the customer successful. However, the results, if you are the right-minded person, are incredibly rewarding. 

The Customer Outcomes organization is being built from the ground up, and this role is central to that effort. There is no existing playbook. You will work alongside Arkestro leadership to define the boundary between Sales, Professional Services delivery and ongoing Customer Outcomes ownership, design the engagement model across the full customer lifecycle (including the late stages of the sales cycle), and establish the operating cadence. This role runs in an AI-augmented environment where new processes are being built to handle routine portfolio management and health scoring, freeing the Director for the work that matters most: executive relationships, commercial conversations, and cross-functional influence. Candidates who have built or scaled a CS or account management function in a B2B SaaS environment, and who are energized by that kind of ambiguity, will find this role uniquely rewarding.

Responsibilities

• Executive relationship management - Build and maintain trusted, senior-level relationships with key stakeholders across procurement, supply chain, finance, and the C-suite at strategic accounts.
• Value realization & outcomes ownership - Define, track, and communicate success metrics aligned to each customer's business goals; demonstrate clear ROI from Arkestro's predictive procurement platform.
• Customer engagement strategy - Develop and execute proactive engagement plans including QBRs, executive briefings, workshops, and roadmap sessions that deepen adoption and drive long-term retention.
• Sales partnership & seamless handoff - Engage as a trusted CO presence during the late sales cycle, partnering with Account Executives to build early relationships with prospective customers prior to close. Upon contract signature, lead a structured onboarding handoff and orchestrate the right internal and external resources — including Professional Services and implementation partners — to ensure customers achieve time-to-value quickly and confidently.
• Renewal & expansion leadership - Partner with Sales to identify upsell and cross-sell opportunities; lead commercial conversations tied to demonstrated outcomes.
• Risk mitigation - Proactively identify at-risk accounts, develop remediation plans, and coordinate internal stakeholders (Product, Engineering, Support) to resolve issues swiftly.
• Customer advocacy - Build a pipeline of referenceable customers, case studies, and advocates to support marketing, product feedback loops, and new business efforts.
• Cross-functional leadership - Act as the voice of the customer internally, influencing product roadmap prioritization, implementation best practices, and customer-facing resources.
• Team development - Contribute to building scalable playbooks, processes, and tooling for the broader CS organization.

Qualifications

• 10+ years in Customer Success, Account Management, or Strategic Consulting (preferably with experience in a B2B SaaS environment or consulting)
• Demonstrated track record managing enterprise accounts ($500K+ ARR) with measurable expansion outcomes
• Strong executive presence and presentation skills; comfortable engaging with C-suite leaders (CIO, CMO, CFO, board-level).
• Ability to influence key partners and lead complex discussions throughout the customer lifecycle.
• Strong commercial acumen; experience owning or co-owning renewal and upsell motions
• Exceptional communication, executive presence, and storytelling skills
• Data-driven approach to managing a portfolio and demonstrating ROI
• Self-starter who thrives in a fast-paced environment and can initiate and lead programs independently.
• Collaborative mentality, especially with Sales, Solutions Consulting, Professional Services, and other key partners.
• Extensive experience in digital transformation, value consulting, or complex technology delivery programs.
• Passion for technology strategy, with the ability to articulate the path to business value through technology.