Director, Customer Transformation

Arkero; Los Angeles (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Arkero, a Los Angeles-based AI company, is seeking a Director of Customer Transformation to ensure Arkero is adopted, not just purchased, by sports organizations and live entertainment teams. You will own rollout strategies, drive change management, and guide teams to embed Arkero's automation into daily workflows.

You will operate at the intersection of customer success and product, engaging both executives and frontline staff, and you will be hands-on, even chasing API tokens or Slack

Qualifications

• Experience delivering large-scale customer implementations and rollouts.
• Proven ability to drive adoption in enterprise environments.
• Strong written and visual communication skills.

Responsibilities

• Own rollout and adoption plans for new and existing Arkero customers -- define success metrics, remove adoption barriers, and make Arkero part of the daily workflow rather than another tool that gets ignored.
• Handle the unglamorous parts of getting live: system integrations, email and Slack access, and API tokens for platforms like Ticketmaster -- whatever it takes to ship a real launch.
• Lead change management across every level of the organization, from the executive suite to the people doing the work -- running workshops and building internal champion networks.
• Create the materials that make adoption stick: rollout guides, launch plans, internal comms, training materials, Loom-style videos, FAQs, and playbooks.
• Build reusable enablement assets and coach customer teams on how to actually apply Arkero to their work.
• Be the voice of the customer inside Arkero -- gather feedback, separate signal from noise, spot patterns across accounts, and translate it into product insight that shapes the roadmap.

Skills

Customer success

Change management

Executive communication

Workshop facilitation

Tools

Loom

Job description

Arkero - Los Angeles / Orange County (preferred) or Seattle, WA

Arkero is an AI company building intelligent automation solutions for professional sports organizations, ticketing platforms, and live entertainment businesses. We were founded on the conviction that the passionate professionals running these institutions deserve tools that amplify their expertise, not slow them down.

Our AI works alongside sports professionals, automating repetitive workflows so teams can focus on strategy, creativity, and the decisions that drive real business impact. If you're excited about applying cutting-edge AI to one of the most data-rich industries in the world, we'd love to hear from you.

The Role

We are hiring a Director, Customer Transformation to make sure Arkero doesn't just get purchased -- it gets adopted. You will own how our AI lands inside sports organizations and live entertainment businesses: leading rollouts, driving change management, enabling teams, and turning what you learn on the front line into product that gets better every week.

You live at the intersection of customer success and product. You are as comfortable in an executive readout as you are running a hands-on workshop with a frontline team -- and you are not above chasing down API tokens and Slack credentials to get a launch over the line. You will report directly to the CEO. This is a senior individual-contributor role with room to grow a team as our customer base scales.

Key Responsibilities

• Own rollout and adoption plans for new and existing Arkero customers -- define success metrics, remove adoption barriers, and make Arkero part of the daily workflow rather than another tool that gets ignored.
• Handle the unglamorous parts of getting live: system integrations, email and Slack access, and API tokens for platforms like Ticketmaster -- whatever it takes to ship a real launch.
• Lead change management across every level of the organization, from the executive suite to the people doing the work -- running workshops and building internal champion networks.
• Create the materials that make adoption stick: rollout guides, launch plans, internal comms, training materials, Loom-style videos, FAQs, and playbooks.
• Build reusable enablement assets and coach customer teams on how to actually apply Arkero to their work.
• Be the voice of the customer inside Arkero -- gather feedback, separate signal from noise, spot patterns across accounts, and translate it into product insight that shapes 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 -- you have taken a product from signed contract to embedded in daily use.
• Equally credible in the executive meeting and the frontline workshop -- you can set the strategy and then go do the detailed work yourself.
• A builder who thrives in ambiguity: you write the playbook where none exists instead of waiting for one.
• Genuinely customer-obsessed -- you learn how people actually work before you tell them what to change.
• Excellent written and visual communication: you produce clear, polished guides, decks, videos, and training docs.
• Willing to travel to be on-site with customers when it matters.

Preferred Qualifications

• Experience rolling out AI or automation products, with a clear point of view on what makes teams trust and adopt them.
• Fluent using AI tools like Claude to produce enablement materials -- decks, docs, and videos -- quickly and at high quality.
• Background in sports, ticketing, live entertainment, or fan engagement.
• Experience as the first or an early member of a customer-facing function, with the range to grow it into a team.

Interested? Send your resume and a note about a rollout or adoption you've led -- and what you'd change about how software actually gets adopted -- to [e-mail].