Customer Success Architect

About the role

Exiger, an AI partner for supply chain and procurement automation, is looking for a Customer Success Architect based in London on a hybrid basis. The role guides enterprise customers across the UK and EMEA from go-live through adoption and value realization, leading scoped, time-bound engagements and coordinating specialists so that measurable customer outcomes are delivered.

Key responsibilities

• Build and embed AI workflows: apply AI to customer processes, validate outputs, and develop reusable prompts and playbooks, then train users and use adoption data to improve efficiency and decisions.
• Define clear boundaries: agree with customers on start and end dates, scope, deliverables, responsibilities and acceptance criteria, and record them in a shared success plan.
• Deliver and close out work: provide standard configuration, targeted enablement and scoped technical engagements, diagnose issues, facilitate specialist support, confirm acceptance and document outcomes.
• Align stakeholders: build relationships with users, champions, sponsors and economic buyers, lead EVRs, validate results and document success stories.
• Triage issues and control scope: distinguish product defects from configuration issues and new requirements, and define scope, ownership, timelines and acceptance criteria before committing work.
• Own renewal readiness: monitor customer health, adoption, business outcomes and executive alignment, proactively flag risks and growth opportunities, and partner with Sales and Customer Growth on retention and expansion.

Required profile

• 3-5+ years of experience in customer-facing enterprise software implementation, business analysis, solution consulting or technical delivery.
• Demonstrated experience delivering complex enterprise solutions involving configuration, integrations, testing and deployment.
• Hybrid work from the London office, with periodic travel within the UK and EMEA.

Required skills

• Understanding of the SDLC, including discovery, requirements, solution architecture, configuration, integrations, testing, deployment and support.
• Hands-on experience building or implementing AI-enabled solutions, including prompts and generative AI workflows.
• Strong discovery, presentation and facilitation skills, and ability to set boundaries on scope and timing.

Nice to have

• Experience in third-party risk, supply chain risk, procurement, regulatory compliance or due diligence.
• Experience with Gainsight or another Customer Success platform.