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Exiger is seeking a Customer Success Architect to help enterprise customers across the UK and EMEA achieve measurable outcomes with 1EXIGER.AI, the company's AI-native platform for supply chain and procurement automation. You will combine enterprise consulting experience, software delivery expertise, and hands-on AI capabilities to guide customers from go-live through adoption, value realization, and ongoing success.
Key responsibilities include:
• Build and embed AI workflows by applying AI to customer processes, validating outputs, developing reusable prompts and playbooks, and training users to improve efficiency and decision quality.
• Set clear engagement boundaries by agreeing with customers on start/end dates, scope, deliverables, responsibilities, and acceptance criteria, capturing these in a shared success plan.
• Deliver and close out work by applying your understanding of implemented solutions to deliver standard configuration, targeted enablement, and scoped technical engagements. Diagnose issues, facilitate specialist support, and ensure completion against agreed outcomes.
• Align stakeholders and demonstrate value by building relationships with users, champions, sponsors, and economic buyers. Lead Executive Value Reviews (EVRs), validate results, document success stories, and maintain alignment on priorities.
• Triage issues and control scope by diagnosing customer needs, distinguishing product defects from configuration issues and new requirements, and facilitating appropriate technical or consulting expertise.
• Own renewal outcome readiness by monitoring customer health, adoption, business outcomes, and executive alignment. Proactively identify risks and growth opportunities, partnering with Sales and Customer Growth teams.
You will work hybrid from the London office with periodic travel within the UK and EMEA to support customers and business needs.
REQUIREMENTS:
• 3–5+ years of experience in customer-facing enterprise software implementation, business analysis, solution consulting, or technical delivery, with demonstrated experience delivering complex enterprise solutions involving configuration, integrations, testing, and deployment.
• Strong understanding of the software development lifecycle (SDLC), including discovery, requirements, solution architecture, configuration, integrations, testing, deployment, and ongoing support. Ability to interpret configuration design documents, solution architecture diagrams, business process maps, and technical documentation.
• Hands-on experience building or implementing AI-enabled solutions. Ability to translate business problems into repeatable workflows using AI assistants, automation, or custom tools, and explain architecture, implementation choices, and results.
• Practical understanding of generative AI and large language models, including prompt design and refinement, grounding outputs in relevant sources, evaluating accuracy and usefulness, recognizing limitations, and applying appropriate data safeguards and human review.
• Practical experience translating business needs into functional requirements and supporting configuration, data flows, APIs or integrations, and testing. Ability to compare expected and actual behavior, distinguish product issues from change requests, and assess scope and delivery impact with technical teams.
• Strong discovery, presentation, and facilitation skills. Ability to lead workshops, demonstrations, and training; build relationships with users and executives; and connect software delivery and adoption to business value.
• Delivery discipline and confidence setting boundaries. Experience managing time-bound engagements, securing customer agreement on scope and dates, and closing work against acceptance criteria. Ability to reset expectations, challenge requests constructively, and negotiate scope or timing changes.
NICE TO HAVE:
• Experience in third-party risk, supply chain risk, procurement, regulatory compliance, due diligence, or adjacent disciplines.
• Experience with Gainsight or another dedicated Customer Success platform.
