Customer Success Architect
Pubblicato il 03-10-2026 - Ermes - AI & Browser Security in Torino
About the role
The Customer Success Architect is the client's point of reference throughout the entire customer lifecycle, from pilots and onboarding to adoption, retention and growth.
You will own the technical and value-driven side of the customer relationship, working closely with the Account team, which is responsible for commercial negotiations and contract management. While the Account team manages pricing and contracts, Customer Success ensures customers successfully adopt our solution and maximize its value.
You'll join a structured Customer Success team, collaborating closely with Product, Engineering and Sales to deliver an outstanding customer experience.
What You'll Do
- Support customers throughout pilot projects, including technical setup, configuration and troubleshooting.
- Lead onboarding activities and ensure successful service delivery.
- Build trusted relationships with customers, acting as their technical advisor throughout their journey.
- Present new product features during periodic business reviews, run product trials and demonstrate their value,
creating opportunities for expansion together with the Account team.
- Deliver technical and functional training sessions for customers and partners.
- Provide ongoing support, collect customer feedback and translate business needs into actionable insights for the Product team.
- Collaborate with Product, Engineering and Sales teams to continuously improve the customer experience.
- Keep technical documentation and customer-facing materials up to date.
What We're Looking For
- Degree in Computer Science, Engineering or a related technical field, or equivalent practical experience.
- 2–4 years of experience in a customer-facing role, such as Customer Success, Technical Support, Implementation, Pre-Sales or Post-Sales.
- Strong customer relationship management and communication skills.
- Hands-on technical aptitude, with the ability to configure pilot environments, troubleshoot issues and quickly