Customer Success Architect

bitdrift, Inc.; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

bitdrift, Inc. is seeking a Customer Success Architect for a fully remote role in North America with international travel. You will own onboarding, AI-driven observability workflows, and pre-sales engagements to help mobile teams achieve real-time visibility and business outcomes.

This hands-on role requires deep mobile engineering context and the ability to translate technical wins into stakeholder value. You will work closely with customers to implement the Capture SDK, build dashboards, and

Qualifications

• 3+ years in TAM or solutions engineering
• Enterprise onboarding experience
• Strong written and verbal communication
• Ability to translate tech outcomes to business value

Responsibilities

• Own onboarding and integration of Capture SDK
• Drive workflows, dashboards and alerts for value
• Lead agentic investigations and pre-sales engagements
• Provide trusted escalation and renewals support
• Collaborate with Product and Engineering on feedback and docs

Skills

Mobile depth

Observability

AI agents

REST APIs

CRM/Customer facing

Communication

Tools

REST/gRPC

CLI

Job description

Remote (North America, with international travel)

Full Time

About bitdrift

Roughly 95% of the data collected to monitor the health of systems is never read. Our founders spent years in the observability trenches at Lyft, Twitter, AWS, Square, Google, Microsoft, and Netflix - and built Envoy along the way - and saw an opportunity to give that spend back to engineers as answers. Mobile and edge devices are where the opportunity is biggest: it has trailed the server side for a decade, and the context around a real user's experience is exactly what teams need most.

bitdrift exists to deliver it. We're making data waves, not data noise - putting engineers in control of what gets collected so they capture precisely what answers the question. And because our data is full fidelity rather than sampled, we were able to build bitdrift AI, the first agentic mobile observability platform: AI agents can query what real users are experiencing and act on it autonomously, without waiting for app releases. Teams like Block, Robinhood, Peloton and Ticketmaster have traded a five-tool scavenger hunt for a single source of truth, and early customers report 10x improvements in MTTR.

We're a team of kind, talented people, backed by Amplify Partners, Prime Set, and 01 Advisors, with strategic investment from Lyft. We're looking for people who see the world differently and are excited to rewrite how mobile engineering works.

About the Role

Our product, bitdrift Capture, is a dynamic observability platform for mobile apps: an iOS, Android, and React Native SDK that keeps high volumes of telemetry on the device and can be reconfigured in real time, so engineers get the data they need without sampling it away or waiting weeks for a release to reach users.

As a Customer Success Architect, you're the technical partner our customers work with from the day they sign, but you’ll also get a chance to work on select pre-sales engagements as well. You own enablement - Capture SDK integration, the workflows, the dashboards and alerts that make the platform load-bearing for their team - and you stay their trusted technical contact as they expand into session capture, funnels, SLOs... all driven by agentic investigations.

This is a hands-on role, and that's the best part of it. You'll be working with AI to read Kotlin and Swift, build workflows, explore session timelines, and help mobile engineers answer questions about their own apps they've never been able to answer before. Our AI-driven approach means you can instrument an app, build a funnel, and run an investigation with an agent driving - so you cover more accounts, more deeply, than a TAM could anywhere else. Those technical results become the story you tell in QBRs - real wins, measured, delivered to customers who are glad you're on the call. The same activities will be applied on select pre-sales engagements.

What You'll Do

Own onboarding and integration

• Guide mobile engineering teams through integrating the Capture SDK into their apps, using AI to get them to full observability in a fraction of the time it used to take
• Get customers to real value fast: meaningful workflows, live dashboards, and alerts their on-call trusts
• Show teams what real-time configuration unlocks - instrumenting and iterating in minutes rather than across app store release cycles
• Proactively suggest and help integrate best practices for logging and integrations

Build agentic workflows that power observability

• Put our agent tooling to work in real accounts
• Run agentic investigations end to end - have an agent pull funnel charts, spot a 37% drop-off between two steps, correlate it against issue groups, and come back with the cause rather than a dashboard
• Help customers stand up their own agentic observability practice
• Turn the patterns you see into reusable assets that every customer benefits from

Solve problems alongside your customers

• Be the trusted escalation point, and go beyond platform questions to help teams resolve real issues in their own apps - where the biggest wins are
• Watch account health and usage proactively - including with scheduled agentic checks - so you're bringing customers opportunities before they have to ask
• Guide customers in resolving questions about mobile observability and the bitdrift platform

Connect engineering outcomes to business outcomes

• Translate technical wins into the outcomes leadership tracks
• Deliver QBRs that land, backed by evidence from the customer's own data
• Use QBR data and findings to create a business case for renewal with sales teamBuild credibility with both the engineers doing the integration and the leaders funding it

Advocate for customers internally

• Feed feature requests, OS‑specific edge cases, and SDK feedback directly to Product and Engineering, where it genuinely shapes the roadmap
• Partner with Sales on renewals and expansion with a clear, current read on each account's technical health
• Improve the docs, agent skills, and onboarding playbooks as you learn what works

Drive renewals and pre‑sales engagements

• Via the Quarterly Business Review (QBR), champion building, and in partnership with the Account Executive, create the path for customer contract renewals and expansions
• Partner with pre‑sales Solution Architects on select engagements as needed

What We're Looking For

Mobile and technical depth

• Familiarity with the mobile app ecosystem and development lifecycle, from development and testing through release and production monitoring; hands‑on mobile development experience is a plus, but not required.
• Experience with observability or monitoring tooling: bitdrift, Datadog, New Relic, Sentry, Embrace, Firebase Crashlytics, Grafana, or similar
• Self‑directed with REST/gRPC APIs, CLIs, and technical documentation
• Hands‑on with AI coding agents - Claude Code, Cursor, Codex, or Copilot - and excited to use them as a key lever for doing customer work at depth and scale

Customer‑facing experience

• 3+ years as a TAM, solutions engineer, mobile consultant, or customer‑facing engineer, ideally at a developer tools or observability company
• A track record owning technical onboarding for enterprise customers and driving measurable adoption
• The steady presence customers are glad to have on the call when something is urgent

Communication

• Able to move between deep technical detail and what a VP of Engineering needs to hear, in the same meeting
• Strong written communication - you'll be documenting findings, writing runbooks, and working async with distributed teams
• Proactive and pattern‑seeking: you spot the root cause behind a run of tickets and solve it once
• Strong verbal communication skills and a high social battery - able to work as a team with engineering, executives, pre‑sales Solutions Architects, and their peers on the customer side for both technical and pre/post sales engagements

Nice to have

• Experience developing and shipping a mobile app at scale yourself
• Solid understanding of the mobile app lifecycle
• Familiarity with ClickHouse, ClickStack, or OTel collector pipelines
• Experience bringing teams onto a new observability platform
• Having written agent skills, MCP integrations, or automation against a developer platform's API
• Scripting ability in any language - enough to turn a repeated investigation into something an agent can run on its own

How We Work

We're here to rewrite the script and give engineers the power to control the chaos. We're an agent‑forward team: our own product is built to be driven by AI, our agent skills are open source on the agentskills.io standard, and we expect everyone here to work the same way we ask our customers to. We love teammates who dig into the real problem, who are comfortable saying "I don't know, let me go find out," and who treat customer feedback as product input worth acting on. If you want your work to visibly change what we build next, this is the place for it.

bitdrift is an equal opportunity employer and welcomes applicants from all backgrounds.