Lead Customer Success Architect

ANS Group Limited; Manchester; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading technology solutions provider in the UK seeks a Customer Success Architect to lead the team for Tier 1 & 2 accounts. The role involves owning post-sales activities, improving customer experience, and developing long-term partnerships. Ideal candidates will possess extensive cloud architecture knowledge (Azure, AWS) and experience with customer success strategies. The position requires strong leadership capabilities and a focus on organizational growth, with responsibilities spanning team management, stakeholder engagement, and risk governance.

Qualifications

• Deep knowledge of Azure, AWS, and multi-cloud environments.
• Expertise in lifecycle management and adoption frameworks.
• Experience in complex architectures for large enterprises.
• Familiarity with ITIL, managed services, and SLAs.
• Proven ability to lead technical teams.
• Excellent presentation and communication skills.
• Knowledge across networking, security, data, and AI/automation.
• Understanding of contracts, pricing, and profitability.
• Drive organizational change and user adoption.
• Identify and mitigate technical and operational risks.

Responsibilities

• Lead the customer success architecture team for Tier 1 & 2 accounts.
• Reduce churn through consistent communication.
• Own the CSA process and embed it into Pre-Sales.
• Champion customer feedback and drive initiatives.
• Build relationships with key influencers and decision-makers.

Skills

Azure

AWS

Managed services

ITIL

Technical team leadership

Stakeholder engagement

Change management

Risk management

Job description

The role

In this role you willlead the customer success architecture team for Tier 1 & 2 accounts, owning post-sale CSA activities and driving OI generation. You'll champion the customer experience to boost revenue growth, retention, and long-term partnerships while identifying cross-sell and upsell opportunities.

What will I be doing?

Deliver

• Reduce churn through consistent communication and value-driven outcomes.
• Lead and coach the team on strategic customer conversations.
• Own the CSA process (Vision, Discovery, Roadmap) and embed it into Pre-Sales.
• Act as escalation point and ensure solutions align with ANS Enterprise Architecture.
• Champion customer feedback, drive initiatives for improved experience, and promote automation / AI in CSA processes.

Find

• Collaborate with internal teams to identify upsell and cross-sell opportunities.
• Recruit technical, commercially savvy talent and ensure robust coverage.
• Build vendor relationships to create growth opportunities.
• Foster proactive engagement, meet LIOS, and enable the team to generate leads.
• Promote a Trusted Advisor culture and leverage CSA processes to drive OI.

Grow

• Build relationships with key influencers and decision-makers.
• Inspire and coach the team to achieve OI targets and remove blockers.
• Drive collaboration across Sales, CSM, and CSAM for exceptional customer experience.
• Track renewals, champion accountability, and strengthen vendor partnerships.
• Create growth through Trusted Advisor routes and opportunity identification.

What will I bring to the role?

Cloud Architecture Expertise

• Deep knowledge of Azure, AWS, and multi-cloud environments
• Design scalable, secure, cost-optimized solutions

Customer Success Strategy

• Expertise in lifecycle management and adoption frameworks
• Align technical solutions with business outcomes

Enterprise Solution Design

• Experience in complex architectures for large enterprises
• Strong understanding of integration, security, and compliance

MSP Service Delivery Knowledge

• Familiarity with ITIL, managed services, and SLAs
• Translate service capabilities into customer value

Leadership & Team Management

• Proven ability to lead technical teams
• Skilled in mentoring and performance management

Stakeholder Engagement

• Influence C-level executives and build trust
• Excellent presentation and communication skills

Technical Breadth

• Knowledge across networking, security, data, and AI / automation
• Guide decisions across multiple technology domains

Commercial Acumen

• Understanding of contracts, pricing, and profitability
• Balance customer advocacy with business goals

Change Management & Adoption

• Drive organizational change and user adoption
• Familiarity with Prosci or similar frameworks

Risk Management & Governance

• Identify and mitigate technical and operational risks
• Knowledge of governance and compliance standards