Lead Solution Success Manager – Platform & Emerging

Responsibilities

• Drive Strategic Solution Alignment & Governance
• Act as a key internal advisor to navigate complex customer challenges and opportunities to accelerate time to value and sustained solution health.
• Translate functional solution mastery into tangible business outcomes, ensuring customers connect platform execution to their business strategy.
• Help evolve and refine internal Solution Success operating model by continuously utilizing, refining, and providing feedback on standard artefacts, playbooks, and engagement methodologies.
• Lead Scalability & Digital Transformation
• Design and deliver one-to-many enablement programs - such as expert-led office hours, specialised webinars, and targeted content to address customer needs at scale.
• Partner with Product and Engineering to identify friction points, advocate for platform improvements, and champion self-service features.
• Collaborate across Customer & Partner Experience and Product to advise on scalable expertise, tools, and best practices to be ope rationalised by CSMs and embedded in digital channels.
• Influence the Product Roadmap & Enablement
• Serve as a primary voice of the customer, synthesising high-value solution feedback to help influence product priorities.
• Collaborate directly with Product Management to influence the roadmap, driving platform enhancements that deliver better user experiences and faster adoption.
• Develop internal training and enablement content to empower the broader team, reducing dependence on ad-hoc 1:1 support.

• Undergraduate degree or equivalent experience in a technical, business, or related field.
• 6+ years of progressive experience in a specialised, customer-facing technical role (e.g., Solution Architect, Technical Consultant, Technical Customer Success Manager).
• Track record of creating and delivering technical training content.

Demonstrates expertise in driving strategic solution alignment and governance, with a focus on translating technical solutions into business outcomes. Proven ability to design and deliver scalable enablement programs while collaborating with product teams to influence roadmaps and enhance user experiences.