Customer Success Architect
You will build consultative relationships with assigned customers and translate their desired business outcomes into actionable objectives. You will guide adoption of the platform, customer journeys, DevSecOps best practices, and relevant use cases. You will create Customer Success Plans, manage account escalations, coordinate with internal functions, deliver onboarding activities, and identify training opportunities.
Responsibilities
- Partner with customers to turn desired business outcomes into actionable objectives
- Guide customers on the platform, best practices, and use cases
- Guide customers through their adoption journey
- Act as the liaison for customer questions, issues, and escalations
- Own assigned customer accounts to increase adoption, retention, growth, and satisfaction
- Stay current on releases
- Provide onboarding activities
- Build Customer Success Plans with customers and help them achieve critical goals and key performance indicators
- Program-manage account escalations and provide insights on relevant new features
- Identify and recommend training opportunities
Requirements
- Understand Git and typical branching strategies
- Know the software development lifecycle and development pipeline
- Understand continuous integration, continuous deployment, and DevSecOps
- Have prior Customer Success experience or equivalent experience increasing satisfaction, adoption, and retention
- Partner with customers to define and achieve business outcomes
- Be familiar with customers of sizes relevant to the assigned segment
- Demonstrate verbal, written, organizational, presentation, and communication skills
- Have project management experience and skills
- Demonstrate technical, analytical, and problem-solving skills
- Have direct customer advocacy and engagement experience in post-sales or professional services
Benefits
- Health, financial, and well-being benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity compensation
- Employee Stock Purchase Plan
- Parental leave