Customer Architect, General Business

Referral Board; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company in the United Kingdom is seeking a Customer Architect to manage and guide customers in their technology journeys. This role requires deep technical expertise and strong relationship management skills to support both annual customers and self-service clients. The ideal candidate will have experience in a fast-paced environment and knowledge of the Elastic Stack.

Benefits

Competitive pay

Health coverage

Flexible locations and schedules

Generous vacation days

Financial donations matching

Volunteer project hours

Parental leave

Qualifications

• 5-7 years of relevant experience in customer-facing technical roles.
• Track record of managing customer relationships and driving technical success.
• Ability to articulate the benefits of modern platforms and technologies.

Responsibilities

• Manage a portfolio of annual customers with tailored engagement strategies.
• Provide consultative guidance across cloud and on-premises deployments.
• Drive customer expansion and renewals through health assessments and business reviews.

Skills

Customer relationship management

Technical expertise

Presentation skills

Problem-solving abilities

Strategic account management

Education

Bachelor's degree or equivalent

Tools

Elastic Stack

Job description

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

We are looking for a Customer Architect to work with our General Business segment who have made annual commitments, guaranteeing their technical and strategic success throughout their journey with Elastic alongside our Self-Service Cloud customers. The ideal candidate will have a history working in a fast-paced environment helping guide customers as they scale and expand their use of technology platforms. This role combines strategic account management with deep technical expertise, managing both assigned annual customer territories and supporting our pooled engagement model for Self-Service Cloud.

What you will be doing

• Manage a portfolio of annual customers using high and low-touch engagement strategies based on customer needs and expansion potential
• Provide consultative guidance across both cloud SaaS and on-premises deployments, including architectural recommendations, implementation support, and performance optimization
• Drive customer expansion and renewals through proactive health assessments, business reviews, and value demonstration aligned with customer success metrics
• Support at-scale customer engagement by handling inbound requests from Self-Service Cloud customers
• Contribute to customer success initiatives including knowledge base content, webinars, and workshops.

What you bring along

• Bachelor's degree or equivalent with at least 5-7 years of relevant experience in customer-facing technical roles
• Proven track record of managing customer relationships and driving technical success at scale
• The ability to articulate the benefits of modern platforms, software and technology
• Strong technical foundation with ability to understand complex distributed systems architectures
• Demonstrated ability to manage multiple customer relationships simultaneously using structured approaches
• Strong presentation and communication skills for both technical and business audiences
• Self-starter who can analyze current processes and develop scalable customer engagement strategies.
• Working knowledge of the Elastic Stack
• Experience with Search, Observability, or Security use cases in enterprise environments, especially the intersection of Generative AI with these solutions (like Vector Search).
• Previous experience in a Customer Success, Solutions Architecture, or Technical Account Management role
• Experience covering customer portfolios in a high-growth technology company
• Familiarity with both cloud and on-premises deployment models
• Background in account management with annual contract customers

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.

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Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [e-mail] We will reply to your request within 24 business hours of submission.

Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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