Customer Success Strategist

2 days ago


Australia Tbwa ChiatDay Inc Full time
About the Role

We are seeking a highly skilled Customer Success Architect to join our team at Tbwa Chiat/Day Inc. As a Customer Success Architect, you will play a pivotal role in driving long-term success for our customers by aligning our platform with their unique business objectives.

Key Responsibilities
  • Partner with customers to define and achieve business outcomes by turning their desired positive business outcomes into actionable objectives.
  • Guide customers on future adoption and utilization of our platform, leveraging your deep understanding of DevSecOps best practices and industry trends.
  • Act as the liaison between the customer and our ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others.
  • Own a book of assigned customers, focusing on increasing adoption, ensuring retention and growth, and overall customer satisfaction.
  • Remain knowledgeable and up-to-date on our platform releases and provide immediate onboarding activities.
  • Work with assigned customers to build Customer Success Plans, establishing critical goals and key performance indicators.
  • Program manage account escalations and provide insights on the availability and applicability of new features.
  • Support our Services team in identifying and recommending training opportunities.
Requirements
  • Understanding of Git and typical branching strategies.
  • Knowledge of software development lifecycle and development pipeline.
  • Understanding of continuous integration, continuous deployment, and DevSecOps.
  • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
  • Experience partnering with customers to define and achieve business outcomes.
  • Familiarity working with customers of sizes relevant to the assigned segment.
  • Exceptional verbal, written, organizational, presentation, and communications skills.
  • Detail-oriented and analytical; strong team player but self-starter.
  • Project management experience & skills.
  • Strong technical, analytic, and problem-solving skills.
  • Alignment with our values, and willingness to work in accordance with those values.
  • Ability to travel if needed and comply with our company's travel policy.
  • Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions.
What We Offer

We offer a dynamic and inclusive work environment, opportunities for growth and development, and a competitive compensation package.

How to Apply

To apply for this role, please submit your resume, cover letter, and any relevant certifications or references.



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