Lead Customer Success Architect

The role

In this role you willlead the customer success architecture team for Tier 1 & 2 accounts, owning post-sale CSA activities and driving OI generation. You'll champion the customer experience to boost revenue growth, retention, and long-term partnerships while identifying cross-sell and upsell opportunities.

What will I be doing? Deliver

• Reduce churn through consistent communication and value-driven outcomes.
• Lead and coach the team on strategic customer conversations.
• Own the CSA process (Vision, Discovery, Roadmap) and embed it into Pre-Sales.
• Act as escalation point and ensure solutions align with ANS Enterprise Architecture.
• Champion customer feedback, drive initiatives for improved experience, and promote automation / AI in CSA processes.

Find

• Collaborate with internal teams to identify upsell and cross-sell opportunities.
• Recruit technical, commercially savvy talent and ensure robust coverage.
• Build vendor relationships to create growth opportunities.
• Foster proactive engagement, meet LIOS, and enable the team to generate leads.
• Promote a Trusted Advisor culture and leverage CSA processes to drive OI.

Grow

• Build relationships with key influencers and decision-makers.
• Inspire and coach the team to achieve OI targets and remove blockers.
• Drive collaboration across Sales, CSM, and CSAM for exceptional customer experience.
• Track renewals, champion accountability, and strengthen vendor partnerships.
• Create growth through Trusted Advisor routes and opportunity identification.

What will I bring to the role? Cloud Architecture Expertise

• Deep knowledge of Azure, AWS, and multi-cloud environments
• Design scalable, secure, cost-optimized solutions

Customer Success Strategy

• Expertise in lifecycle management and adoption frameworks
• Align technical solutions with business outcomes

Enterprise Solution Design

• Experience in complex architectures for large enterprises
• Strong understanding of integration, security, and compliance

MSP Service Delivery Knowledge

• Familiarity with ITIL, managed services, and SLAs
• Translate service capabilities into customer value

Leadership & Team Management

• Proven ability to lead technical teams
• Skilled in mentoring and performance management

Stakeholder Engagement

• Influence C-level executives and build trust
• Excellent presentation and communication skills

Technical Breadth

• Knowledge across networking, security, data, and AI / automation
• Guide decisions across multiple technology domains

Commercial Acumen

• Understanding of contracts, pricing, and profitability
• Balance customer advocacy with business goals

Change Management & Adoption

• Drive organizational change and user adoption
• Familiarity with Prosci or similar frameworks

Risk Management & Governance

• Identify and mitigate technical and operational risks
• Knowledge of governance and compliance standards

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