Customer Success Architect (Position located in Leeds, United Kingdom)

KnowBe4; Leeds; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading cybersecurity firm is seeking a Customer Success Architect to provide strategic technical guidance and support customers in maximizing their platform usage. The role involves collaborating with CSMs, leading workshops, and developing tailored solutions that align with customer objectives. Ideal candidates will have at least 2 years of experience in Customer Success or Solutions Architecture, strong technical skills, and a customer-focused mindset.

Qualifications

• 2+ years of experience in Customer Success or Solutions Architecture.
• Strong technical background in APIs and cloud platforms.
• Proven ability to architect enterprise-level solutions.

Responsibilities

• Serve as the technical expert and advisor to customers.
• Lead technical discovery sessions and map requirements.
• Develop and deliver training materials for customer enablement.

Skills

Customer Success

Solutions Architecture

Technical Communication

Problem-Solving

Education

2+ years in relevant roles

Tools

Gmail

Google Docs

MS Office

Customer Success Platforms

Job description

Overview

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).
• 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 customer success platforms (e.g., Gainsight, ChurnZero) is a plus.
• Customer-focused mindset with a passion for enabling customer success.
• Strong problem-solving skills and excellent verbal and written communications.
• Highly organized and result-oriented with strong time management and the ability to manage multiple priorities.
• Can demonstrate technical troubleshooting and analysis ability; integrity, accountability, respect and commitment.
• Self-starter with the ability to work with minimal supervision and build rapport with customers via phone, email and video conferencing.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.