Principal Customer Experience Architect - Remote

Overview

The Principal Customer Experience Architect will drive high-impact initiatives that improve customer health, retention, and expansion, acting as a strategic thought partner to customer success and cross-functional leaders.

In Short

• Develop and execute the Customer Success strategic roadmap.
• Analyze customer trends and lifecycle metrics.
• Define and maintain dashboards and KPIs.
• Lead cross-functional initiatives and drive stakeholder alignment.
• Support rollout of customer success initiatives.
• Collaborate with Sales, Product, Support, and Marketing teams.
• Utilize tools like Gainsight, Salesforce, and Tableau.
• Communicate effectively with executive audiences.
• Manage key initiatives and OKRs across teams.
• Ensure customer experience is elevated through strategic insights.

Requirements

• 7+ years in Customer Success Strategy or Program Management.
• Familiarity with CS models and revenue retention frameworks.
• Strong analytical skills and experience with BI tools.
• Experience with CRM tools like Salesforce.
• Proven ability to drive stakeholder alignment.
• Excellent communication skills for executive audiences.

Benefits

• Competitive salaries and comprehensive benefits.
• Company equity based on role and level.
• Flexible hours and generous time off.
• Paid holidays and sick time.
• 401(k) Retirement Plan options.
• Health Savings Account and Employee Assistance Program.
• Paid parental and adoption leave.
• Modern collaborative office locations.
• Gym, cell phone, and internet reimbursement.
• Access to well-being apps and additional perks.