Customer Success Architect

Veralto Global•Remote, MA

5d•$80,000 - $115,000•Remote

About The Position

The Customer Success Architect works directly with TraceGains customers to help ensure they are successfully onboarded, implemented, and retained. The role consults with customers to understand their needs and determine how TraceGains solutions can support them, drawing on product knowledge and an understanding of each customer’s organization, people, goals, and assets. Internally, the position represents the customer while working with TraceGains teams including R&D, Sales, Support, Marketing, and Customer Success. The role is US-remote and requires 10% travel to customer sites, industry events, department and company meetings, and in-person seminars or networking events; travel may include overnight stays. TraceGains is part of Veralto’s Product Quality & Innovation segment. The company describes its work as providing networked innovation, quality, and compliance solutions to consumer brands, helping reduce supply-chain risk, speed business processes, and manage data. The posting emphasizes an inclusive workplace and opportunities to develop expertise and grow a career.

Requirements

3 to 5 years of client-facing experience.
A customer success background and a passion for helping customers achieve their goals.
Strong project-coordination and interpersonal skills.
Ability to manage priorities, clarify scope, and navigate challenging customer conversations constructively.
Ability to travel 10% to customer sites and events, which may involve overnight stays.

Nice To Haves

B.S. or B.A. degree is strongly preferred.
Experience guiding customer implementations, especially onboarding or implementing customers in a SaaS environment.
Food and beverage, quality, R&D, supply chain, or related technical experience that supports understanding customer workflows.

Responsibilities

Guide customer onboarding and implementation, coordinate milestones, and help customers progress toward value.
Keep projects on track by clarifying scope, managing competing priorities, and coordinating handoffs.
Connect TraceGains product capabilities to customer workflows and help customers adopt new ways of working.
Advocate for customers by listening to concerns and resetting expectations when implementation needs differ from agreed scope.
Coordinate with Customer Success, Sales, Support, Product, and R&D, and involve services or advanced-configuration specialists when needed.
Build trusted relationships with customer users and executive sponsors through clear communication and practical problem-solving.
Develop product expertise and share customer insights to strengthen implementation practices and improve the customer experience.