Customer Success Architect

POSITION DETAILS:

Position Title:

Customer Success Architect

Reports to (POSITION):

Head of Managed Services

Team:

Customer Success Unit

Department:

Services

PURPOSE OF JOB:

The Customer Solutions Architect (CSA) is the senior technical and strategic owner of the customer’s service and technology direction, responsible for defining, maintaining, and governing the customer’s unified technical roadmap across all contracted and adjacent services. Operating as the authoritative technical voice of the customer, the CSA ensures clarity of direction, reduction of technical risk, and alignment of service delivery and commercial activity to a single, coherent strategic plan.

The role provides expert technical leadership, strategic architectural guidance, and senior‑level engagement to help customers realise their long‑term outcomes, prevent fragmentation, and drive value across their cloud, infrastructure, and service investments.

CSAs work closely with Customer Success Managers, Support, Account Management, Pre‑Sales, and Specialist practices to ensure that all engagements, initiatives, and opportunities follow one roadmap and one direction. They act as escalation prevention partners, risk identifiers, and senior advisors to the customer, ensuring that technical decisions, design choices, and prioritised programmes are aligned with target‑state architecture and business objectives.

Leveraging deep expertise across cloud, infrastructure, security, and platform, the CSA provides strategic insight into upcoming technology changes, architectural implications, operational risks, and optimisation opportunities. They contextualise these insights for customers and guide decision‑making at both technical and executive levels.
In this role, the CSA is accountable for:

Creating and governing the customer’s technical roadmap
Establishing a single technical narrative across all service lines
Ensuring alignment of delivery, architecture, and strategic objectives
Shaping renewal and pre‑renewal technical direction
Reducing risk, technical debt, and inconsistent guidance
Leading senior/executive technical conversations and decisions

This position is ideal for individuals who combine architect‑level expertise with strategic consulting skills, have strong customer presence, and excel in driving clarity, reducing complexity, and enabling confident decision‑making across complex service landscapes.

KEY RESPONSIBILITIES:

Technical Roadmap Ownership

Own the customer’s single, authoritative technical roadmap, defining current state, target state, sequencing, and long-term direction.

Act as the technical voice of the customer, translating business outcomes into architectural and service priorities.

Strategic Architectural Leadership

Provide strategic architectural guidance across cloud, infrastructure, security, and platform maturity, ensuring decisions align to roadmap intent.

Govern and gatekeep technical initiatives to prevent fragmentation, ensuring all engagements follow the “one customer, one roadmap” principle.

Identify, interpret, and articulate technical risks, constraints, and dependencies, converting them into clear business impact narratives.

Executive Level Engagement & Influence

Lead executive-level technical conversations, influencing C-suite and senior stakeholders with clarity, confidence, and expert insight.

Build strong relationships across senior technical and business stakeholders, becoming the trusted advisor and long-term strategic partner.

Technology Insight & Advisory

Maintain deep awareness of relevant technology trends and changes, contextualising their impact for each customer’s environment and strategy.

Engage in roadmap-aligned solution shaping, ensuring initiatives are sequenced, value justified, and linked to customer priorities.

Cross-Functional Alignment & Collaboration

Collaborate with Customer Success Managers and Technical Service Success Managers to ensure consistent customer experience, aligned communications, and coherent service delivery.

Ensure clear cross-functional alignment with Sales, Pre-Sales, Support, Delivery, and specialist practices to deliver a unified approach to customer strategy.

Governance, Assurance & Strategic Oversight

Provide senior oversight and context into service governance, feeding objective, evidence-based insights into CSM reviews and operational forums.

Provide architectural assurance during projects and change, ensuring designs and decisions map back to the approved technical direction.

Guide and challenge both internal and customer teams when decisions deviate from agreed strategy, ensuring alignment to long-term outcomes.

Renewal Support & Value Realisation

Support renewal and pre-renewal activities by shaping the technical value narrative, summarising delivered outcomes, and validating readiness.

Drive reduction of technical debt, risk exposure, and operational inefficiencies through roadmap-driven planning and prioritisation.

Continuous Improvement & Future State Planning

Surface architectural and service-related opportunities, ensuring they are validated and routed correctly for progression.

Continuously evolve customer strategies, ensuring their environments remain modern, secure, scalable, and aligned to best practice architectures.

CORE COMPETENCIES & SKILLS

Demonstrates authoritative architectural expertise across cloud, infrastructure, security, and platform maturity.

Communicates complex technical concepts clearly and confidently to senior technical and non-technical stakeholders.

Shapes and governs a unified customer technical roadmap with rigour, clarity, and strategic foresight.

Translates business outcomes into technical direction and long-term architectural priorities.

Identifies, interprets, and articulates technical risks, constraints, dependencies, and their business impact.

Influences C-suite and senior decision-makers with strong presence, strategic thinking, and outcome-focused reasoning.

Maintains up-to-date knowledge of relevant emerging technologies, trends, and platform changes, and contextualises their impact for customers.

Builds trusted, long-term advisory relationships with senior customer stakeholders.

Provides architectural assurance and challenge to ensure all initiatives align with roadmap direction and best practice principles.

Collaborates seamlessly across CSA, CSM, Support, Delivery, Sales, and specialist practices to ensure a unified customer experience.

Applies data-driven and evidence-based thinking to shape decisions, guide governance, and prioritise customer outcomes.

Demonstrates a disciplined approach to technical governance, gatekeeping, and prioritisation frameworks.

Ensures clarity and consistency across all communications, artefacts, and customer-facing narratives.

Works effectively in complex environments, balancing strategic vision with practical technical detail.

Shows resilience, adaptability, and professional maturity when navigating ambiguity, conflict, or competing priorities.

WIDER TEAM NETWORK
(WHICH TEAMS WILL THE POSITION WORK WITH DIRECTLY AND WHO WILL THEY RELATE TO EXTERNALLY)

Internal

Account Management Teams
Presales
Services (Support, Managed & Professional)
Technical Specialists
CSU

External

Customers, Vendors & Partners

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Years of Experience

5+ Years of Experience for an IT Value-Added Reseller/MSP

Essential

MEASURES & GOALS
(HOW WILL THE SUCCESS OF THE PERSON IN THIS POSITION BE MEASURED – WHAT ARE THE EXPECTED OUTPUTS)

OBJECTIVE

MEASURE

FREQUENCY

Clear ownership and governance of the customer’s unified technical roadmap

Roadmaps produced, maintained, and updated on schedule
Roadmap milestones accurately reflected and aligned across teams

Quarterly

Reduction of technical risk, architectural debt, and misaligned initiatives

Documented reduction in identified risks
Fewer escalations linked to architectural gaps
Decrease in unapproved or off roadmap activities

Quarterly

Consistent, strategic engagement with senior technical and business stakeholders

Completed senior/executive engagement sessions
Positive feedback from stakeholders
Evidence of influence on customer technical direction

Monthly / Quarterly

Improved service coherence and elimination of fragmented customer experience

Reduction in conflicting guidance
Increased alignment across CSA, CSM, and Delivery
Fewer duplicated internal/external conversations

Quarterly

Effective identification, interpretation, and routing of technical opportunities

Number and quality of validated opportunities passed through CSU intake% accepted and progressed
Timeliness of identification

Monthly

Architectural assurance and alignment during projects and change

% of initiatives confirmed as roadmap aligned
Reduction in design related rework
Adherence to architectural guardrails

Quarterly

Strengthened renewal and pre renewal technical readiness

Completion of technical value narratives
Roadmap validated renewal position
Demonstrated clarity of “what’s next” for the customer

Quarterly / Annual

Improved platform maturity and customer technical posture

Measurable progression in customer maturity areas (security, resilience, platform optimisation)
Closure of long-standing technical gaps

Quarterly

Contribution to value realisation and long-term outcomes for the customer

Documented outcomes delivered vs. plan
Customer recognition of architectural impact
Link between roadmap execution and customer goals

Quarterly

Internal alignment and contribution to CSU governance model

Adherence to CSU frameworks
Meaningful architectural insights fed into governance and service reviews
Cross team alignment achieved

Monthly / Quarterly