Customer Success Architect FL

What It Takes

As a Customer Success Architect , you will be accountable for:

• Collaborating with a team of peers to manage a segment of our customer base, focusing on customer retention, expansion, and overall customer satisfaction
• Driving product adoption and renewals for Flosum DevOps, Flosum Backup and Archive, Flosum Data Migrator, and Trust Center
• Lead workshops, training sessions, and enablement activities to help customers optimize their use of Flosum.
• Provide onboarding, enablement and onboarding product knowledge guidance to support customers, ensuring successful implementation and optimal use of Flosum products
• Proactively track and demonstrate the value and ROI achieved through the adoption of Flosum products, features, and best practices.
• Assisting customers with leveraging the Flosum DevOps platform, including guiding how best to extend it to meet with business requirements.
• Managing customer lifecycle, escalations, and touchpoints throughout the customer journey
• Creating and updating product documentation, including support articles, FAQs, and release notes
• Able to analyze customer usage to drive adoption, generate product insights, and provide recommendations for maximizing value.
• Providing DevOps industry thought leadership and connecting customers to evangelize our platforms
• Create client-facing documentation, including support articles, FAQs, release notes and be part of regular customer webinars
• Ideal Candidate Will Have:
• 5+ years of experience in Salesforce administration, software development life cycles, and DevOps methodologies
• Strong technical background in Salesforce architecture, customization, and configuration
• Salesforce certifications (Admin, Developer, and/or Architect level preferred)
• Proven track record in customer-facing roles, managing stakeholder relationships
• Ability to translate complex technical concepts into understandable terms for various audiences
• Excellent problem-solving skills and the ability to provide actionable recommendations
• Strong communication and presentation skills
• Highly organized, positive can do attitude, and a natural problem solver.
• Strong ability to multitask in a fast-moving and highly collaborative environment.
• Experience managing a portfolio of SMB level customers
• Located in Pune, India, and able to work US Eastern Time zone hours

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Five years of experience in a Technical Account Manager, Customer Success, or similar role, preferably working with Salesforce and DevOps platforms.
• Experience with Salesforce development (Apex, Visualforce, Lightning, Salesforce APIs).
• Expertise in DevOps methodologies, including CI/CD pipelines, version control (Git), and automated deployments, specifically within Salesforce environments.
• Strong understanding of SDLC processes and experience guiding customers through development-to-production lifecycles.
• Proficiency in data analytics techniques to assess feature usage and drive customer success.
• Excellent problem-solving and communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• Experience with agile methodologies and tools.

Preferred Skills:

• Salesforce certifications (e.g., Platform Developer, Administrator ) are highly desirable.
• Familiarity with additional DevOps tools such as Jenkins, Docker, or Kubernetes.
• Experience with compliance and security best practices in a Salesforce DevOps environment.

Bonus Points For:

• Experience with cloud platforms like AWS, Azure, or GCP
• Background in release management or DevOps technologies (e.g., Jenkins, Git, Docker, Kubernetes)
• Project or product management experience
• Process design and documentation experience