Lead Customer Success Architect

The role

In this role you willlead the customer success architecture team for Tier 1 & 2 accounts owning post-sale CSA activities and driving OI generation. Youll champion the customer experience to boost revenue growth retention and long-term partnerships while identifying cross-sell and upsell opportunities.

What will I be doing

Deliver

• Reduce churn through consistent communication and value-driven outcomes.
• Lead and coach the team on strategic customer conversations.
• Own the CSA process (Vision Discovery Roadmap) and embed it into Pre-Sales.
• Act as escalation point and ensure solutions align with ANS Enterprise Architecture.
• Champion customer feedback drive initiatives for improved experience and promote automation/AI in CSA processes.

Find

• Collaborate with internal teams to identify upsell and cross-sell opportunities.
• Recruit technical commercially savvy talent and ensure robust coverage.
• Build vendor relationships to create growth opportunities.
• Foster proactive engagement meet LIOS and enable the team to generate leads.
• Promote a Trusted Advisor culture and leverage CSA processes to drive OI.

Grow

• Build relationships with key influencers and decision-makers.
• Inspire and coach the team to achieve OI targets and remove blockers.
• Drive collaboration across Sales CSM and CSAM for exceptional customer experience.
• Track renewals champion accountability and strengthen vendor partnerships.
• Create growth through Trusted Advisor routes and opportunity identification.

What will I bring to the role

Cloud Architecture Expertise

• Deep knowledge of Azure AWS and multi-cloud environments
• Design scalable secure cost-optimized solutions

Customer Success Strategy

• Expertise in lifecycle management and adoption frameworks
• Align technical solutions with business outcomes

Enterprise Solution Design

• Experience in complex architectures for large enterprises
• Strong understanding of integration security and compliance

MSP Service Delivery Knowledge

• Familiarity with ITIL managed services and SLAs
• Translate service capabilities into customer value

Leadership & Team Management

• Proven ability to lead technical teams
• Skilled in mentoring and performance management

Stakeholder Engagement

• Influence C-level executives and build trust
• Excellent presentation and communication skills

Technical Breadth

• Knowledge across networking security data and AI/automation
• Guide decisions across multiple technology domains

Commercial Acumen

• Understanding of contracts pricing and profitability
• Balance customer advocacy with business goals

Change Management & Adoption

• Drive organizational change and user adoption
• Familiarity with Prosci or similar frameworks

Risk Management & Governance

• Identify and mitigate technical and operational risks
• Knowledge of governance and compliance standards

At ANS weve created a place where everyone can be themselves and we empower our people to get the job done. Openness ambition honesty and passion are what drive us every day. We are bold courageous and innovative and we do it like no other. We invest in our training development health and more we give you the benefits and flexibility to maintain a happy work-life balance.

Were proud of the inclusive fun dynamic environment weve created. Its a safe space that works for dont have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more atLinkedIn pages.

Whats in it for you
With fantastic benefits an inclusive culture and a cool office space were your kind of workplace.

Company benefits

• As standard:25 daysholiday plus you can buy up to5 moredays
• A little extra:well give you yourbirthday offand an extracelebration dayfor whatever you want!Tying the knotYou get 5 days additional holiday in the year you get married. Oh and 5volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible workingandwork from anywherefor up to 30 days per year (some exceptions)
• Maternity: 16 weeks full pay Paternity: 3 weeks full pay Adoption: 16 weeks full pay
• Company social events get ready for a jam-packed calendar
• Electric car scheme
• 12 days of personal growth development time

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly regardless of age disability gender reassignment gender expression marriage and civil partnership pregnancy and maternity race religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.