Customer Value Architect

United States Digital Space LLC; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive Medical, Vision, and/D</

Mental Wellness Benefit

Generous Vacation Policy

Enhanced Parental Leave

Volunteer Time Off

401K pre-tax benefits

Job summary

United States Digital Space LLC is seeking a customer-success oriented professional to manage a defined book of accounts. You will map business value to product adoption, partner with sales and renewal teams, and guide customers on AI-enabled product usage.

The role emphasizes relationship-building, data-driven insights, and cross-functional collaboration. You will help align capabilities with customer goals, drive adoption plans, monitor usage, and surface risks early while growing retention

Qualifications

• Experience in customer success, consulting, or similar for B2B SaaS.
• Track record building relationships with stakeholders from business to tech.
• Ability to translate data concepts for non-technical audiences.
• Experience linking product usage to ROI and outcomes.
• Comfort driving adoption plans tied to customer goals.
• Hands-on AI or agentic tooling experience beyond casual use.
• Collaborative approach across account teams and internal partners.
• Good judgment for prioritizing accounts and actions with support.

Responsibilities

• Own value plan for accounts, linking business problems to outcomes.
• Build relationships with business and tech stakeholders.
• Discover customer priorities and update adoption plans.
• Partner with AE on expansion and renewals with adoption evidence.
• Lead enablement sessions on dashboards, funnel analysis, retention modeling.
• Monitor usage and health signals; support business reviews.
• Identify underused features and contractions; recommend actions.
• Triages product questions and routes to the right team.
• Develop AI maturity view and leverage the company AI surface for clients.
• Coordinate escalations with GTM, Product, and Engineering.

Skills

Customer success

Relationship building

Translating tech concepts

ROI storytelling

Adoption planning

AI tooling experience

Cross-functional collaboration

Prioritization

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 Architects team sits inside the revenue organization and owns the connection between what customers buy and what they actually get out of the company. We turn product usage into measurable business outcomes, working across onboarding, adoption, and renewal to make sure customers see the value they signed up for.

About the Role

The right candidate is a relationship-first advisor who connects a customer's the company investment to real outcomes for a portion of a defined book of accounts. You'll help own the adoption and value plan for each account: understanding why the customer bought the company, tracking whether they're getting the ROI they expected, and supporting the enablement and product usage that gets them there. You'll build trusted relationships with business and technical stakeholders, partner closely with your Account Executive and renewal counterparts, and start developing a point of view on how customers should think about AI in their product workflows. This role suits someone who is building the skills to own accounts end to end and is ready to grow into greater independence, with support from your manager and senior teammates.

Responsibilities

• Help own the value plan for accounts in your book, connecting the business problem that led the customer to buy the company with the outcomes they measure.

• Build relationships with business and technical stakeholders, aligning the company's capabilities to what customers care about most.

• Support discovery on customer priorities and pain points, and turn what you learn into adoption plan updates.

• Partner with your Account Executive on expansion and your renewal counterpart on renewal execution, bringing adoption evidence that supports both.

• Help lead enablement/best practices sessions on dashboard design, funnel analysis, and retention modeling to grow how a customer uses the company.

• Monitor usage and health signals and support business reviews that surface what's working, deepen adoption, and catch risk early.

• Spot underused features and contracted capabilities, and turn them into recommendations for the customer.

• Triage product questions and issues, solving what you can and routing the rest to the right team.

• Build a working point of view on a customer's AI maturity, and use the company's own AI surface to help them build on their product data.

• Coordinate with GTM, Product, and Engineering on escalations, and share what you learn with the broader Customer Value Architects team.

We're Looking For Someone Who Has

• Experience in customer success, consulting, or a related field supporting B2B SaaS accounts, or equivalent experience.

• A track record of building relationships across a range of stakeholders, from business partners to technical teams.

• The ability to translate technical concepts, like data models and product metrics, into terms that land with non-technical stakeholders.

• Growing experience connecting product usage to customer outcomes and ROI.

• Comfort supporting adoption plans that tie daily work to a customer's larger goals.

• Hands-on experience with AI or agentic tooling beyond casual use, such as MCP-based workflows or LLM copilots.

• A collaborative approach to working across account teams and internal partners to move plans forward.

• Good judgment for prioritizing which accounts and actions need attention first, with support from your manager and senior teammates.

Bonus Points For

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

• Experience in a technical advisory or professional services capacity.

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

**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 drive powerful 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. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance or other similar laws that may be applicable, we will consider for employment qualified applicants with arrest and conviction records. We’ve immersed ourselves in our Culture and Values as our guiding principles for the impact we want to have and the future we are building.