Customer Success Architect

Position

Customer Success Architect

Remote

346

1

Customer Success Architect

interos.ai is defining the category of supply chain risk intelligence, building the world’s most trusted and transparent supply chains. Our pioneering platform automates the discovery and continuous monitoring of supply chain risk across every tier, enabling faster, data-driven threat mitigation and resilience at global scale. As the first and only automated supplier intelligence platform, interos.ai provides organizations with real-time visibility into extended supply chains to protect against regulatory risk, unethical labor, cyber threats, and systemic vulnerabilities within a single pane of glass.

With customers spanning the commercial, government, and public sectors, including Global Fortune 500 companies and members of the Five Eyes nations, interos.ai offers a rare opportunity to help shape an early, fast-growing market transforming global security and economic resilience.

As a Senior Customer Experience Operations Analyst, you will play a critical role in enabling scale, consistency, and operational excellence across Interos’ Customer Experience organization. As a fast-growing SaaS company in the supply chain operational resilience space, our ability to delight customers depends on strong processes, reliable data, and clear operational insight. In this role, you will focus on building and optimizing the operational foundation that supports Customer Success and Customer Support teams.

You will lead reporting and metrics initiatives, design scalable processes, and partner cross-functionally to improve how customer experience programs are executed, measured, and evolved. This is a hands-on role for someone who enjoys turning complexity into clarity and building systems that allow teams to operate at their best.

• Lead the development and ongoing improvement of operational processes that support Customer Experience teams, with a focus on reporting, metrics, and performance measurement
• Design, build, and maintain dashboards that aggregate operational and customer feedback data and provide actionable insights to stakeholders
• Leverage data and metrics to evaluate performance, identify trends, and surface opportunities for continuous improvement
• Partner with cross-functional stakeholders to plan, design, develop, and deploy changes to customer experience processes and supporting technologies
• Develop and manage project plans to support multiple concurrent initiatives and ensure consistent progress and delivery
• Clearly document business requirements, translate operational needs into proposed solutions, and validate outcomes with stakeholders
• Support the implementation of new processes and functionality through clear communication, enablement practices, and documentation
• Participate in large-scale, long-term initiatives involving Customer Success, Support, Product, Engineering, and other teams

• 5+ years of experience in Customer Support, Technical Support, Customer Experience Operations, or Program Management within a digital or SaaS environment
• Bachelor’s degree in a related field or equivalent practical experience
• Proven ability to manage multiple initiatives across different customer programs and priorities
• Exceptional written communication skills with the ability to translate technical concepts into clear, easy-to-understand language
• Strong organizational and time management skills with high attention to detail
• Independent, self-motivated, and comfortable operating with ambiguity while building strong cross-functional relationships
• Creative problem-solving mindset with an understanding of how operational changes impact multiple teams and audiences
• Strong analytical and problem-solving skills with a data-driven approach to decision making
• Experience or comfort working closely with product managers and engineers on technical or process-driven initiatives
• Embodies a hungry, humble, and smart mindset, always learning, collaborative by nature, and focused on driving meaningful impact

• Strong interest in designing and optimizing repeatable, scalable…