Customer Success Architect

Role overview Guide business customers through onboarding and implementation of software, helping them connect product capabilities to their goals and day-to-day workflows. You’ll coordinate delivery from kickoff through adoption, build relationships with customer users and executive sponsors, and represent customer needs to internal teams.

Responsibilities - Turn customer goals into implementation plans, coordinate milestones, and help customers reach value. - Clarify project scope, manage competing priorities, and support smooth handoffs. - Explain how product features fit customer workflows and help teams adopt new ways of working. - Listen to concerns, address issues, and reset expectations when requests fall outside the agreed scope. - Coordinate with customer success, sales, support, product, and research and development teams; bring in services or configuration specialists when appropriate. - Share customer feedback and build product expertise to improve implementation practices and the customer experience.

Requirements - Three to five years of client-facing experience, ideally in customer success, with a strong interest in helping customers achieve their goals. - Strong project coordination and interpersonal skills, including the ability to manage priorities and clarify scope. - Ability to navigate challenging customer conversations constructively. - Bachelor’s degree is strongly preferred. - Willingness to travel about 10%, including occasional overnight stays for customer visits, events, or meetings.

Nice to have - Experience guiding customer onboarding or software-as-a-service implementations. - Familiarity with food and beverage, quality, research and development, or supply chain work.

Benefits and work setup - Remote role based in the United States, with some travel. - Salary range of $80,000–$115,000 per year, plus eligibility for bonus pay. - Benefits include paid time off, medical, dental, and vision insurance, and a 401(k), subject to eligibility.