Senior Customer Architect - West

Elasticsearch B.V.; Northern (KY); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Elastic, the Search AI Company, seeks a Sr Customer Architect to be a trusted technical advisor. You will work with customers and cross-functional teams to ensure Elastic solutions deliver measurable value aligned with business goals and drive adoption across the customer environment.

You will craft detailed Technical Success Plans, guide onboarding, resolve technical frictions, and identify expansion opportunities to grow ARR.

Qualifications

• Bachelor's degree in CS/Engineering/IS or related field.
• Hands-on experience with Elastic solutions or equivalent technologies.
• Experience with Elastic solutions (Observability, Security, Enterprise Search) or Elastic Stack.
• Excellent communication and presentation skills.
• Strong relationship-building skills with customers and team members.
• Demonstrated problem-solving and multi-project leadership abilities.

Responsibilities

• Ensure customers derive significant value and grow ARR.
• Collaborate with Account Executive and Solutions Architect for technical coverage.
• Define technical success plan for each customer.
• Guide onboarding to adoption and continuous consumption.
• Articulate Elastic's value aligned to customer goals.
• Identify and remove technical frictions for smoother adoption.
• Coordinate with support to optimize resolution and adoption curve.
• Work as a hands-on technical authority with the Service Team.
• Translate customer needs into technical requirements.
• Find opportunities to expand and handover to the account team.
• Foster ongoing relationships to increase usage and ARR.
• Review consumption and suggest upgrades.

Skills

Communication

Presentation skills

Social skills

Problem solving

Project management

Leadership

Education

Bachelor's degree in CS/Engineering/IS or related field

Tools

Elastic Stack

Job description

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role:

As a Sr Customer Architect, you will be the Trusted Technical Advisor, working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer's expectations. Your technical expertise, eye for business, and ability to deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio.

In your role, a crucial part of your responsibility is defining and communicating the technical success criteria for our customers. This involves crafting detailed Technical Success Plans tailored to the specific customers' goals and critical metrics.

The Technical Success Plans act as a roadmap, outlining the optimal consumption and deployment of Elastic solutions in the customer's environment. They detail the necessary steps for implementation, highlight achievements for successful consumption or expansion, and provide effectiveness aligned to the customer's business goals. By actioning this plan, you will be seen as the trusted advisor, guiding the customer towards achieving their desired outcomes, thereby ensuring their success and satisfaction.

From providing technical guidance and sharing standard methodologies to aligning technical objectives with the customers' business goals, your work is instrumental in facilitating smooth adoption, sustained usage, and increased consumption of our solutions. This hands‑on role requires you to be proactive, with a keen understanding of our customers' technical landscape and a commitment to making their journey with Elastic solutions successful and valuable.

What You Will Be Doing:

• Your chief aim will be to ensure the customer derives significant value, eliminate technical frictions, and propel the uptake and application of Elastic solutions, with the ultimate goal of growing annual recurring revenue (ARR).
• Collaborate closely with the account team, including the Account Executive and the Solutions Architect (Pre-sales engineer), to provide ongoing technical coverage and support, while the account team focuses on identifying new deals.
• Define the technical success plan for each customer, outlining the optimal use of Elastic solutions to achieve their business objectives.
• Ensure a successful technical customer journey, from onboarding to adoption, while continuously driving the consumption of Elastic solutions.
• Understand and articulate the value proposition of Elastic solutions and align them with the customer's business goals.
• Work closely with customers to identify and eliminate technical frictions, promoting a smoother adoption and implementation of Elastic solutions.
• Liaise between customers and support, as necessary, to ensure an optimized support resolution experience smoothing the adoption curve for the customer.
• As a hands‑on technical authority, collaborate with the Service Team to deliver personalized, frictionless solutions that meet the unique needs of each customer.
• Develop a comprehensive understanding of the customer's business needs and translate these into technical requirements for Elastic solutions.
• Find opportunities for expansion, at which point the account team takes over to expand the subscription, aiming to grow annual recurring revenue (ARR).
• Foster ongoing customer relationships, ensuring that customers continue to increase their utilization of Elastic solutions, further driving ARR.
• Continuously review and assess customer consumption of Elastic solutions, proactively suggesting upgrades and enhancements that increase value and drive further consumption.

What You Bring:

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred.
• Validated experience in a similar role such as Solutions Architect, Technical Consultant, or Pre‑sales Engineer, with hands‑on experience with Elastic solutions or equivalent technologies.
• Experienced with one or more Elastic solutions (Observability, Security, Enterprise Search) or the Elastic stack (Elasticsearch, Logstash, Kibana) and how to align them with business objectives is a plus.
• Excellent communication and presentation skills.
• Strong social skills, with the ability to establish relationships with customers and team members.
• Demonstrated problem‑solving skills, with a track record of delivering innovative solutions.
• Ability to lead multiple projects simultaneously and meet deadlines.

Additional Information - We Take Care of Our People:

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with a minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [e-mail]. We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws and can view the following posters linked below:

Family and Medical Leave Act (FMLA) Poster

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