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Arkestro is a hyper-growth AI-powered predictive procurement platform that applies game theory and behavioral science to enterprise negotiations. The company helps procurement teams move away from reactive supplier bidding toward data-driven offers that reduce friction and unlock savings.
The Director of Customer Outcomes is a senior strategic leader who bridges customer-facing delivery and internal advocacy. This role owns relationships with Arkestro's most important accounts, building trusted partnerships at C-suite and VP levels while driving measurable value realization. The Director translates platform capabilities into tangible business outcomes and serves as the authoritative voice of the customer internally, ensuring product direction, implementation practices, and go-to-market strategy are shaped by real customer needs.
Key responsibilities include:
- Executive relationship management: Build and maintain trusted senior-level relationships with key stakeholders across procurement, supply chain, finance, and C-suite at strategic accounts.
- Value realization and outcomes ownership: Define, track, and communicate success metrics aligned to customer business goals; demonstrate clear ROI from the platform.
- Customer engagement strategy: Develop and execute proactive engagement plans including QBRs, executive briefings, workshops, and roadmap sessions that deepen adoption and drive retention.
- Sales partnership: Engage as a trusted presence during late sales cycle, partnering with Account Executives to build early relationships. Lead structured onboarding handoff and orchestrate internal and external resources including Professional Services.
- Renewal and 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 to resolve issues.
- Customer advocacy: Build a pipeline of referenceable customers, case studies, and advocates to support marketing and product feedback loops.
The Customer Outcomes organization is being built from the ground up with no existing playbook. This role requires working within ambiguity, defining boundaries between Sales, Professional Services, and ongoing Customer Outcomes ownership, and establishing operating cadence. The role operates in an AI-augmented environment where new processes handle routine portfolio management and health scoring, freeing the Director for executive relationships, commercial conversations, and cross-functional influence.
Ideal candidates have built or scaled a CS or account management function in a B2B SaaS environment and are energized by ambiguity and building from the ground up.
