Director, Customer Outcomes

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and nurture trusted, senior-level relationships with key stakeholders across procurement, supply chain, finance, and C-suite at strategic accounts.

• Define, monitor, and communicate success metrics that align with each customer's business objectives; showcase clear ROI from Arkestro's predictive procurement platform.

• Create and implement proactive engagement strategies including QBRs, executive briefings, workshops, and roadmap sessions to enhance adoption and drive long-term retention.

• Act as a trusted CO presence during the late sales cycle, collaborating with Account Executives to foster early relationships with prospective customers before closing.

• Lead a structured onboarding transition and coordinate the appropriate internal and external resources to ensure customers achieve quick and confident time-to-value.

• Collaborate with Sales to pinpoint upsell and cross-sell opportunities; facilitate commercial discussions linked to demonstrated outcomes.

• Proactively identify at-risk accounts, formulate remediation plans, and organize internal stakeholders to swiftly address issues.

• Develop a pipeline of referenceable customers, case studies, and advocates to bolster marketing, product feedback loops, and new business initiatives.

• Serve as the voice of the customer internally, impacting product roadmap prioritization, implementation best practices, and customer-facing resources.

• Contribute to the development of scalable playbooks, processes, and tools for the broader Customer Success organization.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or Strategic Consulting, preferably within a B2B SaaS environment or consulting.

• Proven track record of managing enterprise accounts ($500K+ ARR) with quantifiable expansion results.

• Strong executive presence and excellent presentation skills; comfortable engaging with C-suite leaders (CIO, CMO, CFO, and board-level executives).

• Ability to influence key stakeholders and lead complex discussions throughout the customer lifecycle.

• Strong commercial acumen; experience in owning or co-owning renewal and upsell processes.

• Outstanding communication, executive presence, and storytelling capabilities.

• Data-driven approach to managing a portfolio and illustrating ROI.

• Self-motivated individual who excels in a fast-paced environment and can independently initiate and lead programs.

• Collaborative mindset, particularly with Sales, Solutions Consulting, Professional Services, and other essential partners.

• Extensive background in digital transformation, value consulting, or intricate technology delivery programs.

• Enthusiasm for technology strategy, with the capability to convey the path to business value through technology.

🏝️ Benefits

• Competitive salary and startup equity.

• Medical, Dental, and Vision insurance premiums covered up to 100% (employee only).

• 401K discretionary employer matching.

• Unlimited PTO.

• A 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.

• Diverse, inclusive, highly collaborative, and vibrant culture.