Senior Customer Success Architect

Location: Bangalore

Department: Customer Success and Delivery

Reports To: VP - Customer Success and Product Consulting

Experience Required: 8+ years in Customer Success, Product Consulting, or related roles in a SaaS or Retail-tech environment with experience in Personalization space

About the Role:

We are looking for a highly strategic and customer-obsessed Customer Success Architect to join our fast-growing SaaS company specializing in AI-driven personalization for retail and e-commerce. You will act as a trusted advisor to our clients, ensuring their success through effective onboarding, personalized strategy building, and optimization of product usage.

Your core responsibility is to drive adoption, maximize business impact, and achieve 100% retention of our valued customers.

Key Responsibilities:

• Lead seamless onboarding for enterprise retail/e-commerce customers on our personalization SaaS platform ensuring timely and quality deployments.
• Collaborate with client teams to understand business objectives, timelines, and technical requirements and map with Product capabilities, features and use cases
• Leverage best practices from other clients in similar space to drive higher impact from day 1.
• Provide consultative guidance on how to best leverage the platform for customer goals.
• Develop and execute customized personalization roadmaps aligned with customer KPIs and growth plans.
• Continuously analyze product usage data and recommend best practices to improve outcomes.
• Proactively monitor product engagement and drive initiatives that promote higher product adoption.
• Identify friction points in user journey and partner with cross-functional teams to eliminate barriers.
• Cultivate long-term, strategic relationships with key customer stakeholders.
• Act as the voice of the customer to influence internal teams (Product, Engineering, Marketing) on feature requests, feedback, and improvements.
• Collaborate with Account Managers to identify expansion opportunities.
• Deliver compelling product demos, QBRs, and optimization reviews.
• Create customer-facing content such as implementation plans, success playbooks, and ROI reports.
• Educate and empower clients to become champions of the platform within their organization.

Ideal Candidate Will Have:

• 10+ years of experience in Customer Success or client facing role, or Product Consulting within a SaaS or Retail/E-commerce environment.
• Familiarity with Ecommerce products and Personalization use cases across industries.
• Excellent communication, data reporting using SQL/ Excel, storytelling, and presentation skills.
• Strong analytical mindset; comfort with interpreting usage data and defining ROI.
• Proven track record of driving adoption and 100% retention in high-value enterprise accounts.
• Empathy for customers and passion for delivering business value.
• Technical skills including Javascipt, APIs, feeds, Kibana for Product integration and debugging.

Why Join Us?

• Work at the cutting edge of retail personalization
• Partner with the biggest brands in e-commerce
• Fast-paced, collaborative startup environment
• Make a measurable impact on customer success and product growth

About the Company:

Algonomy helps consumer businesses maximize customer value by automating decisioning across their retail business lifecycle with AI-enabled solutions for eCommerce, Marketing, Merchandising, and Supply Chain. Algonomy is a trusted partner to more than 400 leading brands, with a global presence spanning over 20 countries. Our innovations have garnered recognition from top industry analysts such as Gartner and Forrester—more at www.algonomy.com.