Strategic Customer Success Architect

Jobtailor; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in Washington, DC is seeking a Customer Success / Account Management professional to own a portfolio of small and mid-market customers end-to-end. You will define account structure and success plans, assess health, and renewals, triage support tickets, and guide customers on strategic performance tools.

You will also coach clients on frameworks like Balanced Scorecard and OKR and run client sessions.

Qualifications

• Bachelor’s degree or four years of relevant experience.
• Working fluency with Microsoft Office Suite required.
• Hands-on experience using AI tools (Claude, ChatGPT, Agency, Copilot, etc.)
• Previous coursework or experience in strategy or performance management preferred
• Customer-facing experience, particularly in technology, preferred.

Responsibilities

• Own a portfolio of small and mid-market customers end-to-end.
• Decide how each account is structured, what the success plan looks like.
• Assess account health, identify risk and expansion signals, and recommend renewal terms.
• Triage and respond to customer support tickets.
• Decide when to fulfill a customer request and when to push back.
• Coach customers on Balanced Scorecard, OKR, and ClearPoint best practices.
• Design and run customer working sessions.

Skills

Account Management

Performance Management

Customer Success Planning

Risk Assessment

Customer Support Triage

Education

Bachelor's degree or equivalent

Job description

Jobtailor in Washington, DC is seeking a Customer Success / Account Management professional to own a portfolio of small and mid-market customers end-to-end. You will define account structure and success plans, assess health, and renewals, triage support tickets, and guide customers on strategic performance tools.

You will also coach clients on frameworks like Balanced Scorecard and OKR and run client sessions.