Customer Success Architect, Thoughtful AI

• We're seeking a candidate who delivers exceptional results and does so with a seamless, professional, and polished execution
• This role is tailor-made for an individual who thrives under pressure, embraces challenges, and consistently achieves outstanding results through a combination of relentless commitment, disciplined execution, and a level of finesse that sets a new industry standard
• Bachelor's degree in Business, Technology, or a related field
• 7+ years of experience in management consulting, investment banking, private equity, or high-growth SaaS environments
• Experience managing a distinguished customer portfolio, serving as the voice of the customer, and uncovering expansion opportunities
• Expertise in facilitating executive alignment, ultimately
• Excellent analytical skills; ability to analyze data and make strategic business recommendations to drive value for both internal and external stakeholders
• Demonstrated proficiency in utilizing CRM platforms, cross-functional Notion databases, and Excel Analytics
• Ruthless prioritization skills
• An entrepreneurial mindset and determination to do whatever it takes to achieve your mission

Desirable

• As a member of Thoughtful AI’s Customer Success Architect team, your role is pivotal in the entire customer lifecycle of each business within our client ecosystem
• This is not your average Customer Success role; at this juncture, you are not just a product evangelist but an owner of the customer lifecycle, seamlessly integrating best practices with our sales, delivery, and engineering teams, leveraging operational insights to improve customer adoption and satisfaction of Thoughtful AI
• Strategic Partnerships: Manage our highest-value customers on their pre and post-sales customer journey. This includes account launch, onboarding, adoption, renewals, and advocacy
• Relationship Management: Manage relationships with healthcare C-Suite executives, positioning Thoughtful’s solutions as pivotal to their operation, Act as the feedback loop and voice of the customer to Product and Engineering teams
• Drive Revenue: Manages the sales, renewals, and upselling processes from end to end
• Business Development: As an advocate for Thoughtful AI product offerings, identify and unlock partner, product, and customer alignment to grow our top-line revenue, and work with internal groups to drive the right engagement strategy
• Manage support escalations: Analyze and resolve product issues, escalating customer concerns and bugs appropriately while working with the correct internal groups
• Lead Cross-Functional Collaboration: Guide and mentor a cross-functional team, including technical product managers and engineers, to ensure effective problem exploration and alignment across product initiatives
• Evaluate Business Impact: Assess how different technical approaches influence business outcomes, driving quantifiable return on investment to end customers
• Drive Data-Driven Decision Making: Use data analysis and customer research to prioritize product features and improvements, ensuring each roadmap decision aligns with customer needs and operational goals
• Exemplify Impeccable Project Management: Drive seamless project execution through meticulous planning, clear communication, and proactive issue resolution, ensuring timely delivery of high-impact initiatives aligned with customer and business objectives