Customer Value Architect, EMEA

United States Digital Space LLC; Greater London; Hybrid; GBP 89,000 - 118,000; Full time

Benefits offered by this job

Medical benefits

Wellness benefit

Generous vacation

Parental leave

Volunteer time off

401(k) benefits

Job summary

United States Digital Space LLC is looking for a customer-first advisor to own adoption, value, and AI maturity across high-value accounts from onboarding through contract lifecycle.

You will build executive relationships, map customer business outcomes to our AI-enabled product, and drive ROI through adoption plans and ongoing business reviews. This role emphasizes AI tools, cross-functional coordination, and proactive risk management.

Qualifications

• Experience in Customer Success, management consulting, or a related field supporting complex B2B SaaS accounts.
• Track record of managing relationships at every level across different functions and influencing decisions.
• Ability to translate technical concepts into business terms for non-technical stakeholders.
• Demonstrated ability to drive platform adoption and connect product usage to outcomes.
• Experience building and executing strategic value and adoption plans to show ROI.
• Hands-on experience with AI-native tooling (MCP-based workflows, LLM copilots) beyond casual use.

Responsibilities

• Connect the company to customer value across the portfolio.
• Own value workstream: understand ROI, adoption, and ensure ROI by coordinating with customer teams.
• Build relationships with executive sponsors and align capabilities to goals.
• Develop success plans mapping objectives to adoption milestones and measurable outcomes.
• Ongoing discovery of priorities, tools, and pain; translate into actions for success plans.
• Coordinate with AE and renewal teams; own value case and adoption evidence for expansions.
• Lead customer enablement sessions on dashboards, funnel analysis, and retention modeling.

Skills

Relationship management

Executive engagement

Business storytelling

Platform adoption

AI tooling experience

Tools

MCP workflows

Job description

About the company

the company is the leading product intelligence and analytics platform, trusted by more than 29,000 companies to help understand how people use the products they build. By combining powerful analytics with AI that knows your business, the company helps teams see what’s working, diagnose what’s not, and decide what to build next. Learn more at the company.com.

About the Role

The right candidate is a relationship-first advisor who thrives on connecting customers' the company investment to real business outcomes. You'll be the consultative owner of adoption, value, and AI maturity across a named portfolio of high-value accounts, engaged from onboarding through the full contract lifecycle. You are accountable for the outcome, not the commercial relationship owning the value case and the adoption plan behind it. You will build the executive relationships and strategic plans that make the company indispensable to how your customers build products.

Responsibilities

• Connect the company to customer value

• Own our value workstream with customers - understanding the business challenges that led them to buy the company, how they measure the ROI of their investment, and ensuring that they achieve that ROI by working across the customers’ teams and collaborating internally with other the company teams.

• Build and own relationships across business and technical stakeholders, including executive sponsors, aligning the company's capabilities to customers' highest-priority goals.

• Develop and execute success plans that map customer business objectives to adoption milestones and measurable outcomes.

• Perform ongoing discovery of the customer’s business priorities, internal toolset, and ongoing business pain – synthesize this information into actions that feed your success plans and share information with internal partners as needed.

• Operate in lockstep with the AE and renewal team, with clear lanes: you partner with the AE on expansion and growth motions and with the renewal team on renewal execution, bringing the value case and adoption evidence that underpins both. You own the value case; they own the commercial outcome.

• Own value delivery and product relationship

• Lead customer enablement sessions—covering topics like dashboard design, funnel analysis, and retention modeling—to grow the company usage depth and breadth across the customer organization.

• Proactively monitor product usage and health signals; lead regular business reviews to surface insights, deepen adoption, and surface risk early.

• Drive customer adoption - both identifying new pockets for the company usage within an organization and strategies for re-engagement where adoption is low.

• Identify underutilized features and contracted capabilities, translating them into concrete recommendations that expand customer value.

• Triage customer product requests and issues - solving their use case questions, basic troubleshooting and escalating as appropriate

• Own the AI Conversation

• Assess a customer's AI maturity and advise on their agent and context strategy, this is now a first-class part of the job, not a bonus skill.

• Fluently use the company's own AI surface (the company AI, the company Agent, Headless, and MCP) to help customers building AI-native workflows on their product data.

• Use AI as a personal operating habit: a rehearsal partner for executive conversations, a discovery-prep engine and stakeholder sentiment analysis.

• Be the voice of the customer to cross-functional partners

• Coordinate across GTM, Product, and Engineering to manage escalations, advocate for customer needs, and bring the right resources to bear.

• Contribute to team playbooks and best practices that scale impact across the broader CS organization.

We're Looking For Someone Who Has

• Experience in Customer Success, management consulting, or a related field supporting complex B2B SaaS accounts.

• A track record of managing relationships at every level across different functions (from business executives to technical ICs) and influencing decisions at the C-suite level.

• The ability to translate technical concepts—data models, analytics instrumentation, product metrics—into business terms that resonate with non-technical stakeholders.

• Demonstrated ability to drive platform adoption and connect product usage to customer business outcomes.

• Experience building and executing strategic value and adoption plans – tying day-to-day activities to strategic outcomes and being able to communicate wins in terms of ROI.

• Hands-on experience with agentic or AI-native tooling. MCP-based workflows, LLM copilots, or similar (beyond casual ChatGPT use.)

Bonus Points For

• Background in product analytics, growth, or data-driven product development.

• Experience in a technical advisory or solutions capacity (e.g., implementation, professional services).

• Familiarity with analytics instrumentation, event tracking, or data tooling.

#LI-Hybrid

Benefits and Perks

• Comprehensive Medical, Vision, and Dental Care

• Mental Wellness Benefit

• Generous Vacation Policy & Additional Company Holidays

• Enhanced Parental Leave

• Volunteer Time Off

• Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break

please note that benefits and perks for contract positions will varyCulture Values

• Make Bold Bets: We choose courageous action over comfortable progress.

• Innovate with Insight: We tackle decisions with rigor and judgment - combining data, experience and collective wisdom to drivepowerful outcomes.

• One Team: We collaborate across boundaries to achieve far greater impact than any of us could accomplish alone.

• Candor with Connection: We build meaningful relationships that enable honest feedback and direct conversations.

• Champion the Customer: We seek to deeply understand our customers’ needs, ensuring their success is our north star.

• Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible.

Why choose the company?

We’re a leader in analytics with over 9,000 customers and $277M invested from prominent investors: like Andreessen-Horowitz, Sequoia, YC, and, most recently, Bain Capital. the company’s pioneering event-based data analytics platform offers a powerful yet simple solution for companies to understand user behaviors and easily track overarching company success metrics. Our accomplished teams continuously facilitate our expansion by tackling the ever-evolving challenges tied to scaling, reliability, design, and service. Choosing to work at the company means you’ll be helping the world’s most innovative companies learn from their data so they can make better decisions.

the company is an equal opportunity employer supporting workforce diversity. At the company, we are focused on things that really matter—our people, our customers, our partners—out of a recognition that those relationships are the most valuable assets we have. We actively encourage women, people with disabilities, veterans, underrepresented minorities, and LGBTQ+ people to apply.