Customer Success Architect

Reporting to the Director of Customer Success, Delivery, the Customer Success Architect is responsible for will work directly with TraceGains customers to ensure they are successfully onboarded, implemented, and retained. This role entails consulting with the customer to determine how the TraceGains solutions can meet their needs, leveraging product knowledge and an in-depth understanding of each customer’s business environment (organization, people, goals, and assets). Internally, the Customer Success Architect works with TraceGains R&D, Sales, Support, Marketing and Customer Success (CS) on behalf of the customer. 

and will be located in US-Remote   

 

In this role, a typical day will look like:

• Turning customer goals into action: guiding onboarding and implementation, coordinating milestones, and keeping customers moving toward value.
• Keeping projects on track by clarifying scope, managing competing priorities, and coordinating smooth handoffs.
• Help customers embrace TraceGains by connecting product capabilities to their workflows and building confidence in new ways of working.
• Be the customer’s advocate: listen closely, address concerns, and reset expectations when implementation needs differ from the agreed scope.
• Bring the right people together by partnering with Customer Success, Sales, Support, Product, and R&D, and engaging services or advanced-configuration specialists when needed.
• Build trusted relationships with customer users and executive sponsors through clear communication and practical problem-solving.
• Grow your product expertise and share customer insights to strengthen implementation practices and improve the customer experience.

  

 The essential requirements of the job include:

• B.S. or B.A. degree is strongly preferred.
• 3 to 5 years of client-facing experience, with a customer success background and a passion for helping customers achieve their goals.
• Strong project-coordination and interpersonal skills, including the ability to manage priorities, clarify scope, and navigate challenging customer conversations constructively.
• 10% travel required to customer sites, industry events, department meetings, all company events, in-person seminars/networking events, etc. This may include overnight stays 

 

What will help you stand out:

• Experience guiding customer implementations, especially onboarding or implementing customers in a SaaS environment.
• Food and beverage, quality, R&D, supply chain, or related technical experience that helps you understand customer workflows.

 

US ONLY:

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

The compensation range for this role is $80,000 - $115,000 USD per year. This job is also eligible for Bonus Pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.