Principal Success Architect

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We are hiring a Principal Success Architect to lead strategic client value realization for our top enterprise customers across North America and Global. You will act as the senior-most post‑sales advisor, working closely with C‑level stakeholders to design and deliver solutions that drive retention and growth.

Success Architects play a pivotal role in supporting Meltwater’s most critical and strategic customers. They provide expert guidance on solution design, ensuring scalability, and adherence to best practices. They help optimize efficiency and reliability while proactively identifying risks and recommending industry best practices & improvements to maintain technical health. Additionally, they offer strategic insights into enabling customers to plan, develop, and evolve their implementations effectively.

Success Architects empower businesses to maximize their investment, aligning technology with business goals for long‑term success.

• Help drive Gross Revenue Retention (GRR) and Net Retention Revenue (NRR) for Enterprise accounts in NAM
• Lead technical discovery and solution scoping; engage IT stakeholders throughout the customer lifecycle to understand infrastructure, data strategy, security posture, and integration requirements. Clearly articulate platform architecture, scalability, security, and operational benefits in language that resonates with technical buyers.
• Drive technical evaluations; collaborate with product management on feature gaps, customer requirements, and competitive insights
• Partner with Client Success and Sales teams to drive executive alignment, product adoption, and renewal success.
• Partner with our most strategic and high‑priority customers, assessing their implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability and feature adoption.
• Serve as a trusted technical SME within the broader Customer Success organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership and product best practices. You will help clients stay at the forefront of innovations, ensuring they are equipped with the latest product developments, best practices and emerging trends.
• Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership, positioning yourself as a trusted advisor in key business and technology discussions.
• Identify capability gaps and design inefficiencies, recommending product enhancements or creative custom solutions that drive customer success and long‑term adoption.
• Collaborate with internal and external partners, fostering connections that drive customer success, product improvement and overall business growth.
• Uncover new and evolving use cases and buying centres.
• Act as the voice of the customer to influence product development and roadmap
• Deliver thought leadership in client forums and regional events
• Deliver proactive and reactive guidance on architecture, technology strategy, and product best practices, ensuring clients stay ahead of emerging trends in AI and media intelligence.
• Lead with insight and storytelling, helping clients connect analytics and intelligence to business outcomes.
• Manage multiple client programs simultaneously, prioritizing effectively and contributing across projects as needed.

• 10+ years in enterprise account management, consulting, presales or SaaS customer success
• Familiarity with APIs and integrations. Knowledgeable in data structuring and data architecture. Ability to become a platform expert.
• Knowledgeable with the IT sales process, driving technical close plans and technical feasibility of solutions
• Comfortable turning complex data into actionable insight.
• Deep understanding of consumer and media intelligence, with curiosity and enthusiasm for the evolving AI landscape.
• Deep understanding of consumer and media intelligence, with curiosity and enthusiasm for the evolving AI landscape.
• Proven ability to shape insight-driven narratives that inform business decisions.
• Experi…