Customer success Architect

Weekday AI•New York, NY

About The Position

This role is for a Customer Success Architect who will lead the design and execution of scalable customer success strategies while also functioning as a highly technical customer success engineer. The position combines customer engagement, solution architecture, and technical problem-solving to ensure clients maximize value from products and services. The architect will serve as a trusted advisor, collaborating closely with clients to understand their business objectives, architecting customized solutions, and fostering long-term success and retention. Responsibilities span the entire customer lifecycle, from onboarding and implementation to optimization and expansion. The role requires cross-functional collaboration with product, engineering, and sales teams to deliver solutions aligned with customer needs. It demands a strong balance of technical expertise and relationship management, translating complex challenges into effective, scalable solutions. This position is suited for professionals with an engineering mindset who prioritize customer success, focusing on building frameworks, playbooks, and success models to enhance adoption, reduce churn, and identify growth opportunities. The ability to blend technical depth with strategic thinking is crucial for delivering measurable business outcomes for customers.

Requirements

5+ years of experience in customer success, solutions engineering, or technical account management roles
Strong technical foundation with the ability to understand systems, integrations, and product architectures
Proven experience in customer success engineering, including onboarding, implementation, and optimization
Ability to translate complex technical concepts into clear, actionable insights for customers
Strong problem-solving and analytical skills with a data-driven approach
Experience working with cross-functional teams in fast-paced, high-growth environments
Excellent communication and stakeholder management skills
Proactive mindset with a strong sense of ownership and accountability
Ability to manage multiple customer engagements while maintaining high service quality
Passion for delivering exceptional customer experiences and driving measurable business impact

Responsibilities

Architect and implement customer success strategies that drive adoption, retention, and expansion
Act as a technical advisor to customers, understanding their requirements and translating them into scalable solutions
Lead onboarding and implementation processes, ensuring smooth and efficient customer transitions
Collaborate with product and engineering teams to resolve technical challenges and enhance product capabilities
Monitor customer health metrics, usage patterns, and performance indicators to proactively address risks
Design and optimize workflows, integrations, and system configurations tailored to customer environments
Develop playbooks, frameworks, and best practices to standardize customer success processes
Drive customer engagement through regular reviews, performance tracking, and value demonstration
Identify upsell and cross-sell opportunities by aligning product capabilities with customer goals
Ensure seamless communication between internal teams and customers for effective issue resolution