Customer Outcome Architect

About Rocketlane

Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation.

Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries.

We’re a close-knit team of over 200+ passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners.tners India, and super angels like Gokul Rajaram, Girish Mathrubootham, and Clark Valberg, etc.

Role Overview

The Customer Outcome Architect (COA) is a specialist role responsible for designing and delivering net new customer outcomes where value cannot be unlocked through standard product configuration alone. COAs operate as an outcome-engineering team, engaged selectively for optimization reviews, complex automations, integrations, and custom extensions.

What you will do?

1. Optimization Reviews & Outcome Discovery

• Lead structured Optimization Reviews for strategic accounts

• Identify gaps between customer goals and current Rocketlane setup/ usage

• Translate business objectives into clear, executable solution designs

• Produce outcome-oriented initiatives that can we delivered

2. Solution Architecture & Design

• Design end-to-end solutions involving:

  • Complex Workato / Zapier automations

  • Multi-system workflows (CRM, ticketing, finance, etc.)

  • Data transformations and logic

• Define target-state architectures before execution begins

• Clearly separate design vs execution ownership across CS and TAM

3. Complex Automation & Execution

• Build and deliver:

  • Advanced Workato recipes

  • Conditional, multi-step automations

  • First-time implementations of high-complexity workflows

• Own execution when work:

  • Requires architectural judgment

  • Is bespoke or outcome-critical

  • Would misuse TAM support hours

4. Custom Apps & Extensions

• Design and develop:

  • Custom Rocketlane apps

  • Embedded widgets, extensions, and AI agents

• Own solutions end-to-end where product extensibility is required

• Ensure solutions are production-ready and adoptable by customers

5. Proof of Value & Expansion Enablement

• Create demonstrable proof of value for strategic use cases

• Quantify operational impact and efficiency gains

• Enable Account Managers with:

  • Clear scope

  • Defined outcomes

  • Expansion-ready narratives (COA does not sell or negotiate)

6. Cross-Functional Collaboration

• Partner closely with - Customer success, Product & Engineering for extensibility and feedback

You should Apply if

Technical & Solutioning

• Strong understanding of SaaS workflows and PS/CS operations

• Hands-on experience with:

  • Automation platforms (Workato or similar)

  • Integrations and APIs

  • Workflow and data design

• Ability to distinguish design problems from execution tasks

Problem Solving

• Structured, outcome-first thinking

• Ability to decompose ambiguous problems into solvable components

• Comfort operating in high-context, non-repeatable scenarios

Communication

• Clear articulation of solution designs to technical and non-technical stakeholders

• Ability to document architectures and execution plans

• Strong collaboration without ownership confusion

Bonus Points for

• Experience in:

  • Professional Services

  • Technical Consulting

  • Solutions Architecture

• Exposure to SaaS implementation, automation, or integration roles

• Comfortable working without quotas or account ownership

Why join us?

At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:

• 
  Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.

• Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.

• Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.

• Learn and grow: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tolerate it).

• Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pyjamas optional (at least outside the office).