Customer Success Architect

Exiger; Greater London; Hybrid; GBP 75,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Hybrid work model

Wellness focus

Career development

Job summary

Exiger is seeking a Customer Success Architect to help enterprise customers across the UK and EMEA achieve measurable outcomes with 1EXIGER.AI. You’ll combine enterprise consulting experience, software delivery expertise, and hands‑on AI capabilities to guide customers from go‑live through adoption, value realization, and ongoing success.

You’ll lead scoped, time‑bound engagements within the ongoing customer relationship, drive adoption and executive alignment, and coordinate specialists.

Qualifications

• 3–5+ years of experience in customer-facing enterprise software implementation, business analysis, solution consulting, or technical delivery.
• Strong understanding of the software development lifecycle (SDLC), including discovery, requirements, solution architecture, configuration, integrations, testing, deployment, and ongoing support.
• Hands-on experience building or implementing AI-enabled solutions; translate business problems into repeatable AI workflows and explain architecture, choices and results.
• Practical understanding of generative AI and large language models; design and refine prompts, ground outputs in sources, evaluate usefulness and apply safeguards.
• Practical experience translating business needs into functional requirements and supporting configuration, data flows, APIs or integrations, and testing.
• Strong discovery, presentation, and facilitation skills; lead workshops and align executives.
• Delivery discipline and boundary setting; manage scope, dates, and acceptance criteria; negotiate changes.
• Ability to work in a hybrid capacity from our London office and travel periodically within the UK and EMEA to support customers.

Responsibilities

• Build and embed AI workflows; train users; use adoption data to improve efficiency and decisions.
• Define scope start/end dates, deliverables, responsibilities, and acceptance criteria; capture commitments in the shared success plan.
• Deliver standard configuration, targeted enablement, and scoped engagements; diagnose issues and ensure acceptance.
• Align stakeholders; lead EVRs; document success stories and maintain priority alignment.
• Triage issues; define scope and acceptance; coordinate with technical or consulting experts.
• Own Renewal Outcome readiness by monitoring customer health, adoption, and growth opportunities with Sales and CG.

Skills

Enterprise software delivery

SDLC knowledge

AI-enabled solutions

GenAI / LLMs

Requirements gathering

Discovery & facilitation

Delivery discipline

Hybrid work readiness

Stakeholder alignment

Tools

Gainsight

Job description

Who We Are: Exiger is the AI partner for supply chain and procurement automation. Its centralized 1EXIGER.AI platform allows organizations to manage their entire operating network, from parts to suppliers, regulators, and customers, through an autonomous agentic workforce that learns, adapts, and augments with every decision. The AI-native platform, combined with the largest supply chain knowledge asset, empowers 550+ global customers, including 150 Fortune 500 and 80+ government and defense industrial organizations, to act first. Exiger is FedRAMP® authorized and a 2x Leader in Gartner® Magic Quadrant™ for Supplier Risk Management.

Who We Are: Exiger is the AI partner for supply chain and procurement automation. Its centralized 1EXIGER.AI platform allows organizations to manage their entire operating network, from parts to suppliers, regulators, and customers, through an autonomous agentic workforce that learns, adapts, and augments with every decision. The AI-native platform, combined with the largest supply chain knowledge asset, empowers 550+ global customers, including 150 Fortune 500 and 80+ government and defense industrial organizations, to act first. Exiger is FedRAMP® authorized and a 2x Leader in Gartner® Magic Quadrant™ for Supplier Risk Management.

Customer Success Architect

Location: London, United Kingdom

Work Environment: Hybrid

Role Summary

Exiger is seeking a Customer Success Architect (CSA) to help enterprise customers across the UK and EMEA achieve measurable outcomes with 1EXIGER.AI. You’ll combine enterprise consulting experience, software delivery expertise, and hands‑on AI capabilities to guide customers from go‑live through adoption, value realization, and ongoing success. You’ll lead scoped, time‑bound engagements within the ongoing customer relationship, drive adoption and executive alignment, and coordinate specialists. The primary deliverable is measurable customer outcomes. EVRs are a mechanism for demonstrating value.

What You’ll Do

• Build and embed AI workflows. Apply AI to customer processes, validate outputs, and develop reusable prompts and playbooks. Train users and use adoption data to improve efficiency, insight quality, and decisions.
• Set clear boundaries before work begins. Agree with customers on the start date, end date, scope, deliverables, responsibilities, and acceptance criteria. Capture these commitments and measurable outcomes in the shared success plan.
• Deliver and close out work. Apply your understanding of the customer's implemented solution to deliver standard configuration, targeted enablement, and scoped technical engagements. Diagnose issues, facilitate specialist support, and ensure work is completed against agreed outcomes. Confirm customer acceptance, document outcomes, and transition completed work to support or an agreed next phase.
• Align stakeholders and demonstrate value. Build relationships with users, champions, sponsors, and economic buyers. Lead EVRs, validate results, document success stories, and maintain alignment on priorities and achievable commitments.
• Triage issues and control scope. Diagnose customer needs, distinguish product defects from configuration issues and new requirements, and facilitate the appropriate technical or consulting expertise. Define clear scope, ownership, timelines, and acceptance criteria before committing work.
• Own Renewal Outcome readiness. Own Renewal Outcome readiness by monitoring customer health, adoption, business outcomes, and executive alignment. Proactively identify risks and qualified growth opportunities, partnering with Sales and Customer Growth (CG) to support retention, expansion, and opportunities for specialized Delivery services.

What You Need

• 3–5+ years of experience in customer‑facing enterprise software implementation, business analysis, solution consulting, or technical delivery. Demonstrated experience delivering complex enterprise solutions involving configuration, integrations, testing, and deployment.
• Strong understanding of the software development lifecycle (SDLC), including discovery, requirements, solution architecture, configuration, integrations, testing, deployment, and ongoing support. Ability to interpret configuration design documents, solution architecture diagrams, business process maps, and technical documentation to understand the complete customer solution.
• Hands‑on experience building or implementing AI‑enabled solutions. You can translate a business problem into a repeatable workflow using AI assistants, automation, or custom tools, and explain the architecture, implementation choices, and results.
• Practical understanding of generative AI and large language models. You can design and refine prompts, ground outputs in relevant sources, evaluate accuracy and usefulness, recognize limitations, and apply appropriate data safeguards and human review.
• Practical experience translating business needs into functional requirements and supporting configuration, data flows, APIs or integrations, and testing. You can compare expected and actual behavior, distinguish a product issue from a change request, and assess the scope and delivery impact with technical teams.
• Strong discovery, presentation, and facilitation skills. You can lead workshops, demonstrations, and training, build relationships with users and executives, and connect software delivery and adoption to business value.
• Delivery discipline and confidence setting boundaries. You have managed time‑bound engagements, secured customer agreement on scope and dates, and closed work against acceptance criteria. You can reset expectations, challenge requests constructively, and negotiate scope or timing changes before committing delivery capacity.
• Ability to work in a hybrid capacity from our London office and travel periodically within the UK and EMEA to support customers and business needs.

Be prepared to walk through an enterprise implementation, including scope, changes, delivery milestones, and closure, and demonstrate an AI workflow you built or implemented. Explain your contribution and results using non‑confidential or sample information.

What’s Nice To Have

• Experience in third‑party risk, supply chain risk, procurement, regulatory compliance, due diligence, or an adjacent discipline.
• Experience with Gainsight or another dedicated Customer Success platform.

Why You’ll Love Working at Exiger

• Do work that matters. Help customers tackle complex, real‑world challenges across supply chains, risk and resilience, with work that can have a meaningful impact on businesses, governments and the communities they serve.
• Work at the forefront of AI and data. Be part of a team applying advanced technology to difficult problems where better intelligence and faster action can make a real difference.
• Join a high‑performance culture rooted in accountability, collaboration and a shared commitment to excellence.
• Receive a competitive compensation package that recognizes the value and impact you bring.
• Work flexibly through a hybrid approach that balances time at home and in the office, where applicable.
• Benefit from a focus on wellness and employee health, supporting sustainable performance and wellbeing.
• Keep growing through purposeful career development programs designed to build your expertise and help you take on increasingly challenging work.

Exiger is named a Leader in the Gartner® Magic Quadrant™ for Supplier Risk Management, twice selected as one of Fast Company’s 'Brands That Matter,' and recipient of the Third Party Risk Association’s Innovator Award, Exiger’s technology has been recognized by leading analyst evaluations and 50+ awards. Learn more at Exiger.com and follow Exiger on LinkedIn.

At Exiger, our values define how we work and why we lead. We are mission‑inspired, imagination‑driven, trust‑anchored, and compassion‑focused—committed to building technology that makes the world safer, more transparent, and more resilient.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Exiger’s hybrid work policy is periodically reviewed and adjusted to align with evolving business needs.