Customer Success Architect

Summary

Join Pulumi's Customer Success team as a passionate Customer Success Architect, bringing Pulumi’s cloud programming model to the world. As an early team member, you will immediately contribute to enterprise engagements, providing technical guidance and onboarding services to advanced cloud engineering teams. You will collaborate to build processes and systems supporting Pulumi's technical customer success organization. This customer-facing engineering role involves establishing reference architectures and cloud best practices, working with major customers, and driving business outcomes. You will be challenged to learn, teach, and collaborate with a world-class team. This remote-based position offers a competitive salary and benefits package.

Requirements

• 8+ years of experience in complex enterprise software solution engineering or highly relatable functions involving scoping, prioritizing, and managing cloud architecture and engineering deliverables
• 5+ years in a customer-facing role, including experience organizing and managing customer engagements, expectations, outcomes, and emotions both proactively and reactively
• Deep familiarity with core web infrastructure, application modernization, and software development best practices, Open Source technologies, public and private cloud platforms
• Proficiency in using at least one Infrastructure-as-Code tool (eg. Pulumi, Terraform, AWS CDK), and should be comfortable authoring readable maintainable code in one or more of the following: Python, TypeScript, Go, Java, C#, .Net, F#
• Relentless focus on customer success and meeting the needs of present and future customers
• Drive to creatively influence revenue and pride in the growth of the business channels
• Experience building positive professional relationships with developers and executives
• Impeccable written, verbal and in-person communication skills
• Professionalism, attention to detail, and strong follow-up
• Comfort working with ambiguity, charting a course, and driving to execute

Responsibilities

• Demonstrate curiosity, creativity, acumen, and technical excellence as the lead Pulumi technical resource in complex cloud engineering projects at Pulumi customers
• Be accountable for success within a subset of named accounts through adoption, use case expansion, value realization, and (ultimately) revenue growth for Pulumi
• Learn and be responsible for deliverables and reference architectures spanning programming languages, infrastructure providers, and open-source and commercial cloud services
• Act as a trusted advisor and an extension of some of the world's most sophisticated cloud and platform engineering teams
• Build deep relationships with practitioners and executives with our most valued customers
• Work alongside account executives to map accounts and drive deeper engagement horizontally across your customer segment
• Be a Subject Matter Expert in DevOps, cloud providers, dev best practices, and solutions architecture
• Provide timely, responsive, and collaborative engagement with your assigned accounts, coordinating with distributed teams to accomplish asynchronous objectives and tasks
• Partner closely with Pulumi leadership to build repeatable engagement and delivery models that delight our customers and expand resources under management as we expand the team and our capabilities
• Close the loop between customers, product, and engineering teams, championing the product to the customer and bringing their requirements to the roadmap
• Be challenged, solve new problems, teach about our technologies, and figure out new, better ways to delight our customers

Preferred Qualifications

• Base Salary Hiring Range: $135,000 - $190,000
• This role will include a 30% commission/variable along with base salary

Benefits

• Health (US Only) - We offer competitive medical, dental, vision, and supplemental insurance. It is free for our direct employees to be on our insurance
• Time Off - Unlimited personal time off (PTO). We ask that employees take at least 3 weeks off during the year in addition to the 13 US holidays we recognize
• 401K (US Only) - With employer match
• Parental Leave - 20 weeks paid parental leave for the birthing parent or primary caregiver, and 16 for non-birthing parent or secondary caregiver
• Remote-First - We are a 100% remote-first company with employees in nearly 20 states, and growing internationally; we encourage asynchronous communication and autonomy. We also provide an annual work from anywhere fund to help cover the employee costs of working remotely
• Professional Development & Growth - We encourage a lifelong learning mindset and every employee is given an annual professional development budget
• Equity - As a small but growing startup, we all act like owners and you will earn equity in the company
• Additional Funds - We offer employees a monthly wellness fund to be spent on anything physical and/or mental wellbeing related. We also provide a quarterly happiness fund to be used toward anything that makes our employees happy!