Customer Success Architect

KnowBe4 • Full-time • Hybrid in Clearwater, Florida, United States • 3w ago

Fast Facts

Join KnowBe4 as a Customer Success Architect, where you'll provide strategic technical guidance and ensure customers maximize value from our platform.

Responsibilities: Key responsibilities include serving as a technical expert, collaborating with Customer Success Managers, leading discovery sessions, and ensuring successful platform adoption through support and training.

Skills: Applicants should have strong technical expertise, excellent communication skills, and a customer-focused mindset, along with experience in Customer Success or Solutions Architecture.

Qualifications: Preferred qualifications include at least 2 years of experience in relevant roles, familiarity with SaaS environments, and proficiency with customer success platforms.

Location: This position is based in Clearwater, Florida.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $80,000 - $120,000.

The Customer Success Architect is a key member of the Customer Success team, responsible for providing strategic technical guidance and expertise to ensure customers achieve maximum value from our KnowBe4 platform. You will work closely with enterprise and strategic customers, Customer Success Managers (CSMs), and internal teams to design and optimize customer solutions, aligning our platform capabilities with their business objectives.

Responsibilities:

Serve as the technical expert and trusted advisor to customers throughout their lifecycle.
Collaborate with CSMs to understand customer goals and develop tailored solution architectures.
Lead technical discovery sessions to identify customer requirements and map them to platform capabilities.
Assist with onboarding, implementation, and optimization of the platform, ensuring successful adoption.
Provide hands-on technical support, troubleshooting, and guidance on best practices.
Conduct regular technical reviews and health checks to ensure customers are maximizing the platform's potential.
Advocate for customer needs by collaborating with Product, Engineering, and Support teams.
Develop and deliver training materials, documentation, and knowledge base articles to support customer enablement.
Stay updated on product enhancements and industry trends to provide customers with cutting-edge solutions.

Minimum Qualifications:

2+ years of experience in Customer Success, Solutions Architecture, or Professional Services roles, preferably within a SaaS environment.
Strong technical background with expertise in [relevant technologies, e.g., APIs, cloud platforms, security solutions, etc.].
Experience in leading workshops, facilitating meetings, and driving executive alignment.
Proven ability to architect and deploy enterprise-level solutions
Excellent communication and presentation skills, with the ability to convey complex technical concepts to both technical and non-technical stakeholders.
Ability to work independently and as part of a team
Willingness to learn and adapt to new technologies and sales methodologies
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
Experience with customer success platforms (e.g., Gainsight, ChurnZero) is a plus.
Customer-focused mindset with a passion for enabling customer success.
Strong problem-solving skills
Excellent verbal and written communications
Highly organized and result-oriented
Excellent time management and organization skills
Can demonstrate technical troubleshooting and analysis ability
Can demonstrate integrity, accountability, respect and commitment
Self-starter with the ability to manage multiple priorities and projects simultaneously
Strong collaborative and team work skills
Ability to work with minimal supervision
Ability to build rapport with customers via phone, email and video conferencing