Director, Customer Transformation

About the role

We are hiring a Director, Customer Transformation to ensure Arkero is not just purchased but adopted. You will lead rollouts, drive change management, enable teams, and turn insights into product improvements.

Key Responsibilities

• Own rollout and adoption plans for new and existing Arkero customers, defining success metrics and removing adoption barriers.
• Handle the technical aspects of launches, including system integrations, email and Slack access, and API tokens for platforms like Ticketmaster.
• Lead change management across all levels of the organization, from executives to frontline teams, through workshops and champion networks.
• Create materials that support adoption, such as rollout guides, launch plans, internal communications, training materials, Loom-style videos, FAQs, and playbooks.
• Build reusable enablement assets and coach customer teams on how to effectively use Arkero.
• Be the voice of the customer within Arkero, gathering feedback, translating it into product insights, and shaping the roadmap.

Required Qualifications

• Experience in customer implementation, customer success, management consulting, solutions consulting, product operations, enablement, or enterprise software rollout.
• A track record of driving adoption and change inside customer organizations, from signed contracts to embedded in daily use.
• Equally credible in executive meetings and frontline workshops, able to set strategy and execute detailed work.
• A builder who thrives in ambiguity, writing playbooks even when none exist.
• Genuinely customer-obsessed, learning how people actually work before suggesting changes.
• Excellent written and visual communication skills, producing clear, polished guides, decks, videos, and training documents.
• Willingness to travel to be on-site with customers when needed.

Preferred Qualifications

• Experience rolling out AI or automation products, with a clear understanding of what makes teams trust and adopt them.
• Fluency in AI tools like Claude for quick, high-quality enablement materials.
• Background in sports, ticketing, live entertainment, or fan engagement.
• Experience as the first or early member of a customer-facing function, capable of growing it into a team.