Customer Success Architect

Summary

Join Bobsled's growing team as a Customer Success Architect! In this role, you will design and optimize platform implementations for clients, provide technical support, gather customer feedback to enhance the product, and build strong customer relationships. You will also manage incidents, ensure quality assurance, and collaborate with engineering teams. We are looking for someone with 4+ years of experience in a related field, strong SQL proficiency, and excellent communication skills. Bobsled offers competitive benefits, including health insurance, generous PTO, a fully remote work environment, and professional development opportunities.

Requirements

• Experience: 4+ years of experience in customer success, solutions architecture, consulting or related technical roles
• Technical Skills: Strong SQL proficiency required. Experience with data platforms or databases is essential
• Excellent Communicator: You can explain technical details in ways that make sense to non-technical audiences and collaborate with engineers when needed
• Self-Starter: You're resourceful, proactive, and thrive in fast-paced startup environments
• Team Player: You work well with others and are excited to be part of a mission-driven, customer-centric team

Responsibilities

• Design & Optimize Solutions: Partner with customers to architect optimal platform implementations, guide technical setup, and establish best practices to maximize platform value
• Technical Support Excellence: Own end-to-end customer support, from initial troubleshooting to resolution. Collaborate with engineering to diagnose complex issues and ensure customer satisfaction
• Product Enhancement: Champion customer needs by gathering feedback, identifying trends, and working with product teams to influence roadmap decisions. Translate customer challenges into actionable product improvements
• Strategic Customer Partnership: Build and maintain strong relationships as a trusted technical advisor, driving customer success and long-term retention through proactive engagement
• Incident Management: Lead incident response and resolution, coordinating with stakeholders to minimize customer impact and ensure swift problem resolution
• Quality Assurance: Maintain detailed documentation of customer issues, thoroughly investigate root causes, and submit well-documented bug reports and feature requests to engineering

Preferred Qualifications

Technical Skills: Python and/or JavaScript experience is a plus

Benefits

• Health Insurance (for US employees): Medical (100% paid for Employee and Dependents), dental and vision benefits for you and your family
• Generous PTO policy and paid parental leave
• Fully upgraded Apple MacBook
• Home office stipend of $1,000
• Flexible work hours in fully-remote work environment
• Fully-sponsored individual coaching for all employees to help foster a culture of personal reflection and growth (optional though encouraged)
• Competitive salary, equity, and professional development opportunities