Principal Success Architect

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.

• 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 proactive and reactive guidance on architecture, technology strategy, thought leadership and product best practices.
• 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.
• 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 feasibility of solutions.
• 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.
• Experience working with C‑level stakeholders, ideally with consumer intelligence, marketing, communications and/or PR personas.
• Strong understanding of enterprise SaaS value drivers (esp. analytics, media intelligence, data).
• Exceptional communication, commercial judgment, and problem‑solving skills.
• Exceptional organization, multitasking and prioritization skills – able to manage multiple client programs seamlessly.
• Comfortable navigating matrixed global organizations.
• Strong collaboration mindset – ready to contribute across teams and functions where needed.
• Excellent written and verbal communication skills in English.

You’ll shape the strategic direction of Meltwater’s most valuable customer relationships across a fast‑growing region. This is a career‑defining opportunity for someone who thrives on ownership, impact, and regional complexity.

• Flexible paid time off that allows you to have an enhanced work‑life balance.
• Excellent medical, dental, and vision options.
• 401(k) matching, life insurance, commuter benefits, and parental leave plans.
• Complimentary Calm App subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the…