Director, Customer Outcomes

The role

The Director of Customer Outcomes manages relationships for strategic accounts and drives value realization. This person acts as the voice of the customer to shape product direction and go-to-market strategy.

What you will do

• Build and maintain senior-level relationships with key stakeholders at strategic accounts.
• Define, track, and communicate success metrics and ROI.
• Develop and execute engagement plans including QBRs and workshops.
• Partner with Account Executives during the late sales cycle and lead onboarding handoffs.
• Identify upsell and cross-sell opportunities and lead commercial conversations.
• Identify at-risk accounts and coordinate internal stakeholders to resolve issues.
• Build a pipeline of referenceable customers and case studies.
• Influence product roadmap prioritization and implementation best practices.
• Contribute to building scalable playbooks, processes, and tooling.

Required qualifications

• 10+ years in Customer Success, Account Management, or Strategic Consulting
• Track record managing enterprise accounts ($500K+ ARR) with measurable expansion outcomes
• Strong executive presence and presentation skills
• Ability to influence key partners and lead complex discussions
• 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 environment
• Collaborative mentality with Sales, Solutions Consulting, and Professional Services
• Extensive experience in digital transformation, value consulting, or complex technology delivery programs
• Passion for technology strategy

Nice to have

• experience in a B2B SaaS environment or consulting

Benefits

• Competitive salary and startup equity
• Medical, Dental, Vision insurance premiums covered up to 100% (employee only)
• 401K discretionary employer matching
• Unlimited PTO
• Remote-first team with regular in-person opportunities
• Annual budget of $1,000 for learning and professional development
• Diverse, inclusive, highly collaborative, and vibrant culture

About the company

Arkestro's Predictive Procurement Platform applies AI, game theory, and behavioral science to enterprise negotiations. The company is a hyper-growth Series A startup.