Senior Customer Value Architect

United States Digital Space LLC; Bengaluru; Hybrid; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Comprehensive Medical, Vision, and (D)

Mental Wellness Benefit

Job summary

United States Digital Space LLC is seeking a Senior Customer Value Architect to own adoption, value realization, and account health across a portfolio of existing customers, including complex migrations and major workflow changes. You will mentor CVA team members, shape cross-functional playbooks, and ensure alignment with Account Executives and Renewal Managers while staying out of pricing conversations.

The role emphasizes data fluency, dashboard literacy, and end-to-end value delivery, with a

Qualifications

• 6–8+ years in Customer Success or consulting for B2B SaaS.
• Experience managing complex multi-stakeholder engagements.
• Proven ability to lead cross-functional programs across multiple workstreams.
• Comfort reading dashboards and conversing with a customer’s technical team.
• Track record of executive relationship building.
• Experience with AI or agentic tooling.
• Mentors and contributes to CVA playbooks and best practices.
• Ability to prioritize across a portfolio by risk and opportunity.

Responsibilities

• Own onboarding outcomes and value realization for complex accounts.
• Lead onboarding program across all workstreams and set cross-functional completion dates.
• Own the success plan for each account with measurable baselines.
• Develop structured change-management plans for migrations or re-implementations.
• Lead customer enablement and training on dashboards and analytics to deepen usage.
• Monitor product usage and conduct quarterly business reviews to surface adoption gaps.
• Quantify value delivered and support renewal discussions without involving pricing.
• Maintain day-to-day relationships with technical stakeholders and discuss data models.
• Route technical requests to Delivery Engineer and feasibility questions to CE.
• Spot use-case gaps and feed expansion signals to the Account Executive.
• Mentor CVA team members and contribute to playbooks and practices.
• Represent CVA in cross-functional strategy discussions with leadership.

Skills

Customer Success

B2B SaaS

Stakeholder management

Data analysis

Executive communication

AI tooling

Mentoring

Playbooks

Tools

MCP workflows

LLM copilots

Delivery Engineer collaboration

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 Team

The Customer Value Architect (CVA) team sits inside the company's Revenue organization and owns the connection between what customers buy and what they actually get out of the company. You'll work alongside an Account Executive (AE), who owns growth, new business, and expansion; a Renewal Manager (RM), who owns the commercial renewal; and a Delivery Engineer (DE), who owns technical implementation and data health — each with a clear lane, converging on the same outcome for the customer. At this level, you'll also help shape how the wider CVA team operates.

About the Role

This is not a build role, but real comfort with data is required. As a Senior Customer Value Architect, you are accountable for adoption, value realization, and account health across a portfolio of the company's existing customers — including the most structurally complex accounts, such as those going through a platform migration, re-implementation, or major workflow change, where the value motion and a genuine cross‑functional program have to run in parallel. You own the value case and the adoption evidence that underpins both the Account Executive's expansion motion and the Renewal Manager's renewal, without ever owning pricing or the commercial negotiation yourself. You're also expected to extend your impact beyond your own accounts: mentoring, sharpening team playbooks, and representing the Customer Value Architect function in cross‑functional account strategy.

Responsibilities

• Own the onboarding outcome and time-to-value for your accounts, including the most complex accounts in the book: take the handoff from the Account Executive, partner with the Delivery Engineer on the technical build, and drive the customer to their first realized value.

• Own the overall onboarding program — not just the adoption workstream — for complex accounts: sequence your own activities against the Delivery Engineer's technical implementation plan, and own the customer‑facing onboarding‑complete date across every workstream.

• Own the success plan for each account — map business objectives to specific use cases and set a measurable baseline at definition time, so value can be proven later.

• Build and own a structured change‑management plan for migration or re‑implementation accounts: a stakeholder and impact map (including where a customer's existing central reporting team needs a redefined role rather than to be displaced), a resistance analysis, a communication narrative tailored per audience (executive sponsor, central team, end users), a post‑migration workflow and role model, a training approach, and a plan for how success will be measured — done in partnership with your Delivery Engineer for the technical specifics that feed into it.

• Lead customer enablement and training (dashboard design, funnel analysis, retention modeling) to grow how deeply and widely a customer uses the company. Build and maintain a network of champions and evangelists across the account, rather than relying on a single point of contact.

• Monitor product usage and account health signals; run regular business reviews that surface adoption gaps early and turn them into targeted enablement.

• Quantify value delivered against baseline and lead Quarterly Business Reviews (QBRs) and value reviews — partnering with the Renewal Manager as renewal approaches and the Account Executive for executive engagement, while staying out of the pricing conversation entirely.

• Own the day‑to‑day relationship with a customer's technical stakeholders — you do not build the pipeline, but you need enough fluency in data models and product metrics to be trusted by the people who do. Build a working point of view on each customer's AI maturity and guide adoption of the company's own AI surface (the company AI, the company Agent); elevate Model Context Protocol (MCP), headless, or agentic build requests to your Delivery Engineer.

• Detect churn and health risk early, root‑cause it, and own the value‑linked save — pulling in your Account Executive (commercial lever), Delivery Engineer (technical lever), or Renewal Manager (if inside the renewal window) as needed.

• Route technical requests (pipeline issues, tracking‑plan changes, integration troubleshooting) to your Delivery Engineer, and unpurchased‑product feasibility questions to your Customer Engineer (CE) via the Account Executive.

• Spot use‑case gaps that need a new product and source them to the Account Executive as expansion signals, with evidence attached. Act as the senior escalation point on your team for high‑stakes value‑quantification disputes or churn situations.

• Mentor CVA IIIs and contribute materially to team playbooks and best practices, extending your influence beyond your own portfolio.

• Represent the Customer Value Architect function in cross‑functional account‑strategy conversations with Account Executive, Renewal Manager, and Delivery Engineer leadership on the most strategic or structurally complex accounts.

We're Looking For Someone Who Has

• 6–8+ years of experience in Customer Success, consulting, or a related client‑facing capacity, supporting business‑to‑business (B2B) Software‑as‑a‑Service (SaaS) accounts, including direct experience managing complex, multi‑stakeholder engagements — platform migrations, re‑implementations, or comparable structured change programs — or equivalent experience from a technical program management, professional services, or product background that includes substantial, direct external customer‑facing work.

• Demonstrated ownership of a structured program or project plan spanning multiple workstreams and internal partners, not just a single‑thread account relationship cadence.

• Genuine comfort working directly with data: can read a dashboard, reason about an event taxonomy, and hold a credible conversation with a customer's technical team, without needing to be the one implementing it.

• A track record of executive‑level relationship‑building, and of being trusted to handle ambiguous, high‑stakes situations — an escalation, a skeptical executive, a churn risk — without close supervision.

• Experience building and running structured adoption or value plans that tie daily work to a defined, measurable outcome.

• Hands‑on experience with AI or agentic tooling beyond casual use — MCP‑based workflows, LLM copilots, or similar.

• Comfort mentoring others and actively contributing to a growing playbook or practice, not just executing your own book of accounts.

• Good judgment on prioritizing across a portfolio of accounts by risk, tier, and opportunity.

Bonus Points For

• Background in product management, technical program management, or growth roles — provided it comes with real, direct external customer‑facing experience, not purely internal roadmap ownership.

• Experience running platform migrations or large‑scale change‑management programs with enterprise customers.

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

Benefits and Perks

• Comprehensive Medical, Vision, and Dental Care

• Mental Wellness Benefit