Customer Success Program Architect

About This Role

The Customer Success Program Architect is a senior, strategic role focused on designing and implementing scalable customer success programs for complex, global clients. This role involves guiding global account strategies, ensuring team alignment, and driving measurable outcomes that support business objectives. It requires deep business insight, technical program expertise, and leadership in change management and adoption strategy.

Responsibilities

• Develop and execute scalable global customer success strategies across complex accounts.
• Lead cross-functional coordination between Customer Success, Support, Services, and Sales teams during sales and onboarding cycles.
• Define program plans including global onboarding strategies, user management, and change management guidance.
• Support global enterprise architecture workshops, focusing on data aggregation, instance models, and adoption strategies.
• Create and implement joint success plans, managing executive relationships and resolving conflicts.
• Conduct strategic business reviews with senior leadership to track progress, share metrics, and recommend future actions.
• Produce playbooks and process frameworks to scale support for the largest and most complex customers.
• Collect and analyze customer metrics to assess business value and inform expansion strategies.

Requirements

• 10+ years of experience in account management, global services delivery, or scalability management
• Proven record of driving measurable customer success for large, complex global accounts
• Experience leading multiple sophisticated technical projects or enterprise-level programs
• Ability to influence both customers and internal teams, holding stakeholders accountable
• Demonstrated history of managing business transformation initiatives, including C-Suite engagement and change management
• Strong collaborative skills across sales, services, product, and marketing teams
• Data-driven mindset with strong analytical and problem-solving abilities
• Excellent communication, strategic thinking, and leadership skills

Qualifications

• 10+ years of experience in account management, global services delivery, or scalability management within consulting or system integrator environments.

Skills

* Required skills

Benefits