Arketa

Chief Marketing Officer

• Own Arketa's marketing strategy end to end, from positioning and brand through paid acquisition, lifecycle, and partnerships
• Lead, develop, and grow a team of four across performance marketing, product marketing, lifecycle, social and community, partnerships and events, plus a roster of fractional creative and channel specialists
• Leverage AI to scale the marketing function's output and efficiency before scaling headcount, building a team that punches well above its weight through smart tooling and automation
• Tie every marketing motion back to pipeline and revenue, partnering closely with Sales and RevOps to drive quality demos and accelerate close rates
• Manage and allocate the marketing budget with confidence, balancing smart, bullish spend in high-conviction channels with disciplined cuts where ROI is unclear
• Own the marketing forecasting model and report progress against pipeline, ARR, and efficiency metrics to the CEO and broader leadership team
• Partner with the CEO and leadership team on Arketa's expansion from SMB into mid-market
• Build the playbook, hiring plan, and team structure that scales Arketa through our next phase of growth

Vice President of Marketing

Customer Support

• Own each Partner interaction start to finish across chat, email, and scheduled Zoom calls — building trust, rapport, and partnership along the way.
• Show up for your shift and your Partners. You'll work scheduled hours and stay available and engaged with the queue during that time. The pace is steady, the volume is real, and your Partners are counting on you being there when they reach out.
• Own the resolution, not just the response. You're accountable for solving the Partner's problem the first time wherever possible — not just replying quickly. That means digging into the actual issue, confirming the fix landed, and closing the loop so the Partner doesn't have to come back for the same thing twice.
• Think creatively, pivot fast, operate in ambiguity, and collaborate strategically across stakeholders. You'll problem-solve across the full surface area of the Arketa product, working with Product, Engineering, Onboarding, and Migrations to unblock Partners on issues that don't have a clean playbook yet.
• Unlock the full power of Arketa for every Partner. Solve real operational problems, customize solutions to the way their business actually runs, and turn Partners into our biggest fans through expertise, empathy, and follow-through.
• Become and stay an Arketa expert. Continuously learn new features, leverage AI-assisted internal tools to accelerate your research and drafting, and own the accuracy and Arketa voice of every response that goes out under your name.
• Advocate for our Partners internally. Bring insights and industry feedback back to Product, Engineering, and CX leadership to improve features and prevent repeat contacts.

Customer Care Representative

Manager

• Own the Arketa help center end-to-end: content strategy, article quality, gap identification, and the metrics that determine whether it's actually deflecting tickets.
• Shape and own Arketa's knowledge and training strategy: where we invest, what we deprioritize, how the program evolves as we scale. Bring this strategy to VP CX quarterly, adapt it as the business changes, and execute against it yourself, not just hand it off.
• Maintain a prioritized gap queue fed by ticket data, search zero-result queries, and signals from AI answer accuracy, and ship articles that close those gaps. Write and structure content so it serves all three readers at once: a partner skimming for an answer, an agent mid-conversation, and an AI assistant generating a response.
• Build and run a frontline training program: produce "meeting-in-a-box" training packages (talking points, scenarios, reference docs, quick assessments) that team leads can run in their weekly team meetings, so training is consistent across the CX org and doesn't depend on any one person remembering to share what they learned.
• Consistently prioritize what gets trained based on signal, not vibes. Surface patterns in customer interactions, escalations, and engineering tickets that get closed without a fix, and turn those into the next training drop.
• Build and maintain the internal knowledge base, SOPs, and onboarding content support agents rely on, from day one through their first 90 days, and keep it in sync with the public help center.
• Build a content quality system from scratch (style guide, article templates, QA rubric) and direct a part-time content contributor (initially ~10 hrs/week) against it, growing that capacity as the program scales. Every piece of content passes through your quality bar before it publishes.
• Instrument the help center with Engineering and own the metrics: self-service rate, contact-after-view by article, search zero-result rate, and training completion / post-training performance lift. Present findings monthly to VP CX and quarterly to the CEO.

Knowledge and Enablement Manager

• This is a builder's role. Expect to be as hands-on as you are strategic for the first six months, designing the playbooks and shaping the team you'll scale.
• Foster a culture of engagement and excitement to drive partner-centered results, where the team feels empowered to put partners first and develop their careers at Arketa.
• Empower a team of team leaders and their support specialists, investing in their growth as Arketa scales and building the next generation of CX leadership at the company.
• Lead the strategic direction of Customer Care for Arketa's partners, including identifying and implementing emerging technologies and AI-enabled workflows that drive operational excellence and exceptional partner outcomes.
• Own execution of quarterly and annual objectives for the Customer Care function.
• Lead change management in planning and facilitating organization-wide improvement to the partner experience.
• Partner closely with Product and Engineering to continuously improve the platform experience by translating partner feedback, recurring escalations, and root-cause analysis into product improvements that prevent the next 100 tickets, not just resolve the last 10.
• Own relationship and retention management for our highest-stakes partner situations, including VIP accounts, multi-location operators, and churn-risk moments, turning them into retention wins through thoughtful, fast resolution.
• Solicit regular internal and external partner feedback to lead continuous process improvements to the partner experience.
• Work cross-functionally with Sales, Onboarding, Account Management, and other CX teams to deliver improvements to the partner experience that go beyond the support ticket.

Director of Customer Care

Account Executive

• Strong lead generation skills sourcing net new deals
• Own the entire sales & upsell process from prospecting to close for new and existing arketa customers
• Meet and exceed quarterly sales targets
• Maintain accurate pipeline management with expert-level forecasting
• Execute outbound sales efforts with excellence, fearlessness & enthusiasm via email, social media, cold calling, gifting, in-person visits and more
• Understand customer needs and requirements
• Strong product demonstration skills: showcase how the arketa technology will add value to prospective customers and their unique use cases
• Communicate forecasted deal flow & contract terms regularly to internal team to ensure a delightful onboarding experience for customers
• Be an exemplary ambassador for arketa, both internally and externally
• Be a team player and work with other sellers internally

Sales Account Executive – SMB

Operations

• You'll hit the ground running by owning the studio launch from the ground up: managing the physical buildout, getting facilities ready for day one, and learning Arketa's platform inside and out.
• Once the studio is live, you'll lead pre-sale membership planning, source and onboard instructors, and coordinate our soft launch, laying the groundwork for a thriving studio community.
• You'll manage a team that keeps the studio running day-to-day, coordinate instructor schedules, organize pop-up events and brand collaborations, and maintain a light load of office management responsibilities alongside it all.

Studio Operations & Launch Manager

Financial Planning and Analysis

• Own Arketa’s operating model, forecasting, and long-range financial planning
• Build rigorous revenue and margin models across SaaS, payments, and emerging product lines
• Act as a strategic partner to the CEO and leadership team
• Support board reporting, investor updates, and potential future fundraising efforts
• Develop KPI frameworks connecting product adoption, revenue performance, and company health