Director, Customer Outcomes - Arkestro

About Arkestro

Arkestro's Predictive Procurement Platform applies AI, game theory, and behavioral science to enterprise negotiations. It moves teams away from reactive supplier bidding toward data-driven offers that reduce friction and help both buyers and suppliers reach better outcomes faster.

Arkestro helps procurement teams influence more enterprise spend and uncover savings that traditional sourcing approaches often leave behind by applying predictive intelligence to how sourcing events are designed and executed.

We’re a hyper-growth company looking for people who take ownership and are comfortable working through complexity. This is a tremendous opportunity if you want to do meaningful work and help shape how large enterprises run procurement.

About the 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 platform capabilities into tangible business outcomes. 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.

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, and establish the operating cadence.

This role operates in an AI-augmented environment where new processes handle routine portfolio management and health scoring, freeing the Director for high-value work: executive relationships, commercial conversations, and cross-functional influence.

Key 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 & Hand-off: Engage as a trusted presence during the late sales cycle, partnering with AEs to build early relationships. Upon contract signature, lead structured onboarding hand-offs and orchestrate internal and external resources.
• 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 in a B2B SaaS environment)
• 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 with 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, ambiguous startup environment
• Collaborative mentality, especially with Sales, Solutions Consulting, and Professional Services
• Extensive experience in digital transformation, value consulting, or complex technology delivery programs

Benefits & Perks

• Competitive salary and startup equity
• Medical, Dental, and Vision insurance premiums covered up to 100% (employee only)
• 401(k) discretionary employer matching
• Unlimited PTO
• Remote-first team with regular opportunities to meet in person for team building, design sprints, and customer visits
• Annual budget of $1,000 for learning and professional development