Sr. Customer Success Architecture

Job description

**Introduction**
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions.

We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions.

Our renowned legacy creates endless global opportunities for our network of IBMers.

We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes.

This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments.

You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.
**Your role and responsibilities**
Customer Success Architects help HashiCorp (an IBM Company) customers define the vision and strategy to improve all aspects of application delivery, including security and privilege automation, datacenter and cloud provisioning, service discovery and connectivity, and application runtime automation.

An ideal candidate will have a successful track record in customer leadership, focused on technology and organizational transformation.

They will have demonstrated the ability to become a trusted technical advisor to customer and business leaders.

Responsibilities:

As a Customer Success Architect (CSA) at HashiCorp, you will play a critical role within the Customer Lifecycle Management organization, acting as a technical specialist to drive customer adoption, consumption, and long-term success.

Working in close partnership with the Customer Success Engineering (CSE) team—who oversee the full post-sales journey—you will bring deep technical expertise and domain knowledge to accelerate time-to-value for our enterprise customers.

Your primary objective is to deliver proactive, outcome-focused guidance that enables measurable business value, supports product adoption, and contributes to renewal and expansion opportunities.

As a Customer Success Architect at HashiCorp, you will be responsible for the delivery of outstanding technical guidance and the successful enablement of our enterprise customers.

Your primary objective will be to drive the achievement of measurable value (value-based outcomes) with HashiCorp customers, leading to product adoption, renewal and expansion.

● Assist in complex technical due diligence activities supporting our moments that matter such as Onboarding, Consumption, and Optimization

● Provide support as a specialized domain expert inHashiCorp’s products and the surrounding ecosystem and support an escalation path to progress strategic renewals across the entire customer journey

● Partner with Customer Success Engineers to identify and manage customer risks and opportunities as they relate to product adoption, renewal and expansion

● Work with Value Engineering to build assets that matter, HVDs and valuable educational content to help internal stakeholders and customers adopt our products and successfully integrate them into their workflows

● Communicate the business value of the HashiCorp Product Suite to customer executives (mandatory P5/P4 depending on exec levels, aspirational rest)

● Articulate the technical functionality of HashiCorp products to multiple technical audiences

● Educate and advise customer users on how to use and adopt the functionality of HashiCorp products within their strategy and processes to achieve measurable value

● Work with HashiCorp Product Management to translate customer business opportunities into technical solutions and new product requirements

● Help champion an environment for ongoing strategic customer success
**Required technical and professional expertise**
● Experience with solution architecture, sales engineering or equivalent experience

● Proficiency with HashiCorp solutions / tools such as Vault, Consul.

● Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platforms

● Establish and maintain an understanding of the overall HashiCorp technology portfolio

● Deep technical expertise in cloud and on-premise infrastructure management, application deployment and practical security methodology

● Expertise in driving adoption of product use cases to enhance customer value attainment and satisfaction

● Leadership or managerial experience in major transformation efforts involving significant process, organizational and technology change

● Experience serving as part of a key customer leadership team

● Ability to work well in a highly dynamic environment that focuses on providing outstanding customer service

● Comfort working remotely and perform well given a high level of independence and autonomy

● B.S. degree in an engineering or similar program from an accredited college/university or equivalent experience

● Certification as a cloud professional (AWS, Azure, GCP)

● Comfort with national and occasionally global trave
**Preferred technical and professional experience**
● Experience crafting technical content such as Architectural Blueprints and Recommended Patterns

● Understanding Industry Verticals and associated solutions

● RedHat and Ansible deep knowledge/certifications is highly valued

● Experience supporting peers through code review, pairing, and acting as a resource for all team members, sharing technical knowledge and process guidance

● Deep knowledge of HashiCorp’s domain area and how it works together to conceptualize solutions in the given domain area (HashiCorp product Certification Desired)

● Expertise in at least one Cloud provider in your given region (AWS/Azure/GCP Certification Preferred)

● Expertise in the field of container orchestration and development (CKA Certification Preferred)
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.

IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required Skill Profession

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