Customer Success Architect

Customer Success Architect

Location: London, United Kingdom

Work Environment: Hybrid

 

Role Summary

Exiger is seeking a Customer Success Architect (CSA) to help enterprise customers across the UK and EMEA achieve measurable outcomes with 1EXIGER.AI. You’ll combine enterprise consulting experience, software delivery expertise, and hands-on AI capabilities to guide customers from go-live through adoption, value realization, and ongoing success. You’ll lead scoped, time-bound engagements within the ongoing customer relationship, drive adoption and executive alignment, and coordinate specialists. The primary deliverable is measurable customer outcomes. EVRs are a mechanism for demonstrating value.

 

What You’ll Do

• Build and embed AI workflows. Apply AI to customer processes, validate outputs, and develop reusable prompts and playbooks. Train users and use adoption data to improve efficiency, insight quality, and decisions.
• Set clear boundaries before work begins. Agree with customers on the start date, end date, scope, deliverables, responsibilities, and acceptance criteria. Capture these commitments and measurable outcomes in the shared success plan.
• Deliver and close out work. Apply your understanding of the customer's implemented solution to deliver standard configuration, targeted enablement, and scoped technical engagements. Diagnose issues, facilitate specialist support, and ensure work is completed against agreed outcomes. Confirm customer acceptance, document outcomes, and transition completed work to support or an agreed next phase.
• Align stakeholders and demonstrate value. Build relationships with users, champions, sponsors, and economic buyers. Lead EVRs, validate results, document success stories, and maintain alignment on priorities and achievable commitments.
• Triage issues and control scope. Diagnose customer needs, distinguish product defects from configuration issues and new requirements, and facilitate the appropriate technical or consulting expertise. Define clear scope, ownership, timelines, and acceptance criteria before committing work.
• Own Renewal Outcome readiness. Own Renewal Outcome readiness by monitoring customer health, adoption, business outcomes, and executive alignment. Proactively identify risks and qualified growth opportunities, partnering with Sales and Customer Growth (CG) to support retention, expansion, and opportunities for specialized Delivery services.

What You Need

• 3–5+ years of experience in customer-facing enterprise software implementation, business analysis, solution consulting, or technical delivery. Demonstrated experience delivering complex enterprise solutions involving configuration, integrations, testing, and deployment.
• Strong understanding of the software development lifecycle (SDLC), including discovery, requirements, solution architecture, configuration, integrations, testing, deployment, and ongoing support. Ability to interpret configuration design documents, solution architecture diagrams, business process maps, and technical documentation to understand the complete customer solution.
• Hands-on experience building or implementing AI-enabled solutions. You can translate a business problem into a repeatable workflow using AI assistants, automation, or custom tools, and explain the architecture, implementation choices, and results.
• Practical understanding of generative AI and large language models. You can design and refine prompts, ground outputs in relevant sources, evaluate accuracy and usefulness, recognize limitations, and apply appropriate data safeguards and human review.
• Practical experience translating business needs into functional requirements and supporting configuration, data flows, APIs or integrations, and testing. You can compare expected and actual behavior, distinguish a product issue from a change request, and assess the scope and delivery impact with technical teams.
• Strong discovery, presentation, and facilitation skills. You can lead workshops, demonstrations, and training, build relationships with users and executives, and connect software delivery and adoption to business value.
• Delivery discipline and confidence setting boundaries. You have managed time-bound engagements, secured customer agreement on scope and dates, and closed work against acceptance criteria. You can reset expectations, challenge requests constructively, and negotiate scope or timing changes before committing delivery capacity.
• Ability to work in a hybrid capacity from our London office and travel periodically within the UK and EMEA to support customers and business needs.

Be prepared to walk through an enterprise implementation, including scope, changes, delivery milestones, and closure, and demonstrate an AI workflow you built or implemented. Explain your contribution and results using non-confidential or sample information.

What’s Nice to Have

• Experience in third-party risk, supply chain risk, procurement, regulatory compliance, due diligence, or an adjacent discipline.
• Experience with Gainsight or another dedicated Customer Success platform.

Why You’ll Love Working at Exiger

• Do work that matters. Help customers tackle complex, real-world challenges across supply chains, risk and resilience, with work that can have a meaningful impact on businesses, governments and the communities they serve.
• Work at the forefront of AI and data. Be part of a team applying advanced technology to difficult problems where better intelligence and faster action can make a real difference.
• Join a high-performance culture rooted in accountability, collaboration and a shared commitment to excellence.
• Receive a competitive compensation package that recognizes the value and impact you bring.
• Work flexibly through a hybrid approach that balances time at home and in the office, where applicable.
• Benefit from a focus on wellness and employee health, supporting sustainable performance and wellbeing.
• Keep growing through purposeful career development programs designed to build your expertise and help you take on increasingly challenging work.

 

 

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