Customer Success Architect

Esko, a Veralto company

7d•$80,000 - $115,000•Remote

About The Position

The Customer Success Architect works directly with TraceGains customers to support successful onboarding, implementation, and retention. The role consults with customers to understand their needs and determine how TraceGains solutions can address them, drawing on product knowledge and an understanding of each customer’s organization, people, goals, and assets. Internally, the role represents the customer in collaboration with TraceGains R&D, Sales, Support, Marketing, and Customer Success teams. The position is US-remote and reports to the Director of Customer Success, Delivery. It requires 10% travel to customer sites and events, which may include overnight stays.

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, including the ability to manage priorities, clarify scope, and navigate challenging customer conversations constructively.
Ability to travel 10% to customer sites, industry events, department meetings, company events, seminars, and networking events; travel may include 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 helps with 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.
Help customers adopt TraceGains by connecting product capabilities to their workflows and building confidence in new ways of working.
Advocate for customers by listening to concerns and resetting expectations when implementation needs differ from the agreed scope.
Partner with Customer Success, Sales, Support, Product, and R&D, and engage 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.