POSITION DETAILS:
Position Title:
Customer Success Architect
Reports to (POSITION):
Head of Managed Services
Team:
Customer Success Unit
Department:
Services
PURPOSE OF JOB:
The Customer Solutions Architect (CSA) is the senior technical and strategic owner of the customer’s service and technology direction, responsible for defining, maintaining, and governing the customer’s unified technical roadmap across all contracted and adjacent services. Operating as the authoritative technical voice of the customer, the CSA ensures clarity of direction, reduction of technical risk, and alignment of service delivery and commercial activity to a single, coherent strategic plan.
The role provides expert technical leadership, strategic architectural guidance, and senior‑level engagement to help customers realise their long‑term outcomes, prevent fragmentation, and drive value across their cloud, infrastructure, and service investments.
CSAs work closely with Customer Success Managers, Support, Account Management, Pre‑Sales, and Specialist practices to ensure that all engagements, initiatives, and opportunities follow one roadmap and one direction. They act as escalation prevention partners, risk identifiers, and senior advisors to the customer, ensuring that technical decisions, design choices, and prioritised programmes are aligned with target‑state architecture and business objectives.
Leveraging deep expertise across cloud, infrastructure, security, and platform, the CSA provides strategic insight into upcoming technology changes, architectural implications, operational risks, and optimisation opportunities. They contextualise these insights for customers and guide decision‑making at both technical and executive levels.
In this role, the CSA is accountable for:
Creating and governing the customer’s technical roadmap
Establishing a single technical narrative across all service lines
Ensuring alignment of delivery, architecture, and strategic objectives
Shaping renewal and pre‑renewal technical direction
Reducing risk, technical debt, and inconsistent guidance
Leading senior/executive technical conversations and decisions
This position is ideal for individuals who combine architect‑level expertise with strategic consulting skills, have strong customer presence, and excel in driving clarity, reducing complexity, and enabling confident decision‑making across complex service landscapes.
KEY RESPONSIBILITIES:
Technical Roadmap Ownership
Own the customer’s single, authoritative technical roadmap, defining current state, target state, sequencing, and long-term direction.
Act as the technical voice of the customer, translating business outcomes into architectural and service priorities.
Strategic Architectural Leadership
Provide strategic architectural guidance across cloud, infrastructure, security, and platform maturity, ensuring decisions align to roadmap intent.
Govern and gatekeep technical initiatives to prevent fragmentation, ensuring all engagements follow the “one customer, one roadmap” principle.
Identify, interpret, and articulate technical risks, constraints, and dependencies, converting them into clear business impact narratives.
Executive Level Engagement & Influence
Lead executive-level technical conversations, influencing C-suite and senior stakeholders with clarity, confidence, and expert insight.
Build strong relationships across senior technical and business stakeholders, becoming the trusted advisor and long-term strategic partner.
Technology Insight & Advisory
Maintain deep awareness of relevant technology trends and changes, contextualising their impact for each customer’s environment and strategy.
Engage in roadmap-aligned solution shaping, ensuring initiatives are sequenced, value justified, and linked to customer priorities.
Cross-Functional Alignment & Collaboration
Collaborate with Customer Success Managers and Technical Service Success Managers to ensure consistent customer experience, aligned communications, and…