Customer Success Architect

interos.ai; Teletrabalho; BRL 390.000 - 521.000; Tempo integral

Resumo da oferta

A pioneering technology company is looking for a Customer Success Architect to join its remote team. You will lead operational initiatives to enhance customer experiences, focusing on reporting, metrics, and continuous improvement. The ideal candidate will have 5+ years of experience in customer support or program management within a SaaS environment, coupled with strong organizational skills. This role offers competitive salary and benefits, including health insurance and career growth opportunities.

Serviços

Comprehensive health, dental, and vision insurance

401(k) with employer match

Flexible, remote-first work environment

Career growth opportunities

Employee referral bonuses

Qualificações

• 5+ years of experience in Customer Support or Customer Experience Operations.
• Proven ability to manage multiple initiatives across different customer programs.
• Exceptional written communication skills to translate technical concepts.

Responsabilidades

• Lead the development of operational processes for Customer Experience teams.
• Design and maintain dashboards for operational insights.
• Evaluate performance and identify opportunities for improvement.

Conhecimentos

Customer Support

Data Analysis

Process Improvement

Technical Support

Project Management

Communication

Formação académica

Bachelor’s degree in a related field

Ferramentas

Customer Experience Platforms

Reporting Software

Descrição da oferta de emprego

We are looking for a select group of doers and disrupters who see promise where others see obstacles.

“My journey at interos.ai starting as an Intern and to date, my time at the company has been a great learning experience. The work culture here has given me open access to learn about the workings and building of a successful business.”

Our Vision

Changing the way the world’s companies see, learn, and profit from their relationships.

Position: Customer Success Architect

Location: Remote

Job Id:346

# of Openings:1

Role: Customer Success Architect

About interos.ai: interos.ai is defining the category of supply chain risk intelligence, building the world’s most trusted and transparent supply chains. Our pioneering platform automates the discovery and continuous monitoring of supply chain risk across every tier, enabling faster, data-driven threat mitigation and resilience at global scale. As the first and only automated supplier intelligence platform, interos.ai provides organizations with real-time visibility into extended supply chains to protect against regulatory risk, unethical labor, cyber threats, and systemic vulnerabilities within a single pane of glass. With customers spanning the commercial, government, and public sectors, including Global Fortune 500 companies and members of the Five Eyes nations, interos.ai offers a rare opportunity to help shape an early, fast-growing market transforming global security and economic resilience.

The Role

As a Senior Customer Experience Operations Analyst, you will play a critical role in enabling scale, consistency, and operational excellence across Interos’ Customer Experience organization. As a fast-growing SaaS company in the supply chain operational resilience space, our ability to delight customers depends on strong processes, reliable data, and clear operational insight. In this role, you will focus on building and optimizing the operational foundation that supports Customer Success and Customer Support teams. You will lead reporting and metrics initiatives, design scalable processes, and partner cross-functionally to improve how customer experience programs are executed, measured, and evolved. This is a hands‑on role for someone who enjoys turning complexity into clarity and building systems that allow teams to operate at their best.

What You Will Do

• Lead the development and ongoing improvement of operational processes that support Customer Experience teams, with a focus on reporting, metrics, and performance measurement
• Design, build, and maintain dashboards that aggregate operational and customer feedback data and provide actionable insights to stakeholders
• Leverage data and metrics to evaluate performance, identify trends, and surface opportunities for continuous improvement
• Partner with cross-functional stakeholders to plan, design, develop, and deploy changes to customer experience processes and supporting technologies
• Develop and manage project plans to support multiple concurrent initiatives and ensure consistent progress and delivery
• Clearly document business requirements, translate operational needs into proposed solutions, and validate outcomes with stakeholders
• Support the implementation of new processes and functionality through clear communication, enablement practices, and documentation
• Participate in large‑scale, long‑term initiatives involving Customer Success, Support, Product, Engineering, and other teams

What You Bring

• 5+ years of experience in Customer Support, Technical Support, Customer Experience Operations, or Program Management within a digital or SaaS environment
• Bachelor’s degree in a related field or equivalent practical experience
• Proven ability to manage multiple initiatives across different customer programs and priorities
• Exceptional written communication skills with the ability to translate technical concepts into clear, easy‑to‑understand language
• Strong organizational and time management skills with high attention to detail
• Independent, self‑motivated, and comfortable operating with ambiguity while building strong cross‑functional relationships
• Creative problem‑solving mindset with an understanding of how operational changes impact multiple teams and audiences
• Strong analytical and problem‑solving skills with a data‑driven approach to decision making
• Experience or comfort working closely with product managers and engineers on technical or process‑driven initiatives
• Embodies a hungry, humble, and smart mindset, always learning, collaborative by nature, and focused on driving meaningful impact

Bonus Points For

• Strong interest in designing and optimizing repeatable, scalable operational processes
• Experience supporting Customer Success, Customer Support, or learning management workflows
• Technical aptitude and comfort engaging with product and engineering teams

What We Offer

• Comprehensive health, dental, and vision insurance
• 401(k) with employer match
• Career growth opportunities in a rapidly scaling, category-defining company
• Employee referral bonuses and recognition programs
• Flexible, remote‑first work environment
• Collaborative culture built on trust, accountability, and ownership

Compensation

Base salary range: $75,000 to $100,000 USD depending on experience and location
Performance-based annual bonus
Equity included as part of total compensation package
Final compensation will be based on skills, experience, and geographic location.

Work Environment, Location, and Travel

Remote‑first role open to candidates legally authorized to work in the United States. Minimal travel may be required.

Equal Opportunity Employer

interos.ai is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, religion, gender identity, sexual orientation, age, disability, or veteran status.

Accessibility and Accommodations

Reasonable accommodations are available throughout the hiring process. Please contact [e-mail] if assistance is needed.

Notice: Be Cautious of Employment Scams!

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of interos.ai. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that interos.ai will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, interos.ai will never send you a check for any equipment prior to employment.

All communication from our recruiters and hiring managers will come from official company email addresses (@interos.ai) or from Paycor (sometimes coming through as “Newton,” a subsidiary). We will never ask for any payment, fees, or purchases to be made by the job seeker, and our interviews are conducted via phone calls and on‑camera video meetings (not text‑based messaging). If you are contacted by anyone claiming to represent interos.ai and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [e-mail].

We take these matters very seriously and will work to ensure that any fraudulent activity is reported and dealt with appropriately. If you feel like you have been scammed in the US, please report it to the Federal Trade Commission at: https://reportfraud.ftc.gov/#/ .

• Ensure there are no other domains before or after @interos.ai. For example: “name.dr.interos.com”
• Check any documents for poor spelling and grammar – this is often a sign that fraudsters are at work.
• If they provide a generic email address such as @gmail, @Yahoo, @Hotmail etc. as a point of contact, do not reply. All communication with Interos will come from an @interos.ai domain.
• If the interview and all interactions are conducted via messages / text‑only communication as opposed to phone calls and on‑camera video chats.
• If you are asked for money, an “administration fee”, “security fee”, or an “accreditation fee” do not proceed.
• If you are asked for cell phone account information, do not proceed.

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