Casagrand - Solutions Architect - IIM

About the Role

We are seeking a strategic, customer-centric, and business-savvy Solutions Architect with a strong management background (MBA from IIMs or top-tier institutions) to drive customer success through solution excellence, value realization, and enterprise transformation. In this leadership position, you will serve as the strategic bridge between business outcomes and technology execution, enabling customers to extract maximum value from our platform. This role goes beyond traditional technical architecture it demands strategic thinking, stakeholder alignment, and data-driven decision-making to drive measurable success at scale. As a Management-level Solutions Architect aligned with our Customer Success organization, you will lead solution design, customer enablement, and strategic adoption programs across key enterprise accounts. You will collaborate closely with CXOs, Product Leadership, Sales, and Customer Success teams, influencing architecture decisions that shape both our product evolution and customers digital journeys. If you are a technically adept leader who combines consulting experience, enterprise architecture expertise, and business strategy acumen, this role offers the opportunity to create impact at both the customer and organizational level.

Key Responsibilities:

1. Strategic Customer Success Leadership:

- Act as the executive-level solution strategist for key enterprise accounts, owning the post-sales technical and business success roadmap.

- Define and drive Customer Success Architecture Strategy ensuring scalable frameworks for onboarding, adoption, and continuous value realization.

- Partner with Customer Success Managers (CSMs) to develop Joint Executive Success Plans (JESP) that align business KPIs with solution capabilities.

- Translate complex technical challenges into business narratives, helping CXOs understand ROI, efficiency gains, and transformation outcomes.

- Regularly conduct Executive Business Reviews (EBRs) showcasing value achieved, technical maturity, and future roadmap recommendations.

2. Solution Architecture & Value Delivery:

- Architect enterprise-grade solutions that are technically robust, secure, and strategically aligned with customer objectives.

- Guide customers in integrating our platform with their existing digital ecosystem including CRM, ERP, Data Lakes, Identity Systems, and AI/ML platforms.

- Establish solution governance models, ensuring quality, compliance, and performance standards across multi-region deployments.

- Leverage data-driven insights to identify adoption gaps, forecast business impact, and optimize customer journeys.

- Drive value engineering workshops, quantifying ROI, total cost of ownership (TCO), and long-term scalability metrics.

3. Business Consulting & Transformation:

- Act as a trusted transformation advisor, consulting on operating models, process re-engineering, and change management tied to solution adoption.

- Apply management consulting frameworks (e.g., Design Thinking, LEAN, Balanced Scorecard, Value Stream Mapping) to guide strategic customer discussions.

- Collaborate with business stakeholders to align our platform capabilities with strategic initiatives such as digital transformation, automation, and experience optimization.

- Drive adoption frameworks that embed our platform into customers workflows, ensuring measurable business outcomes (e.g., revenue uplift, process efficiency, NPS improvement).

4. Cross-Functional Leadership & Influence:

- Partner with Sales, Pre-Sales, and Product Management to ensure continuity from solution design to execution.

- Act as the voice of the customer influencing product roadmap based on real-world use cases, integration patterns, and scalability requirements.

- Collaborate with Engineering and Data Science teams to define technical standards, APIs, and data models supporting customer use cases.

- Mentor and coach solution consultants, architects, and customer success engineers, elevating the overall technical and strategic maturity of the organization.

- Contribute to Thought Leadership by authoring whitepapers, best-practice guides, and customer success architecture frameworks.

5. Governance, Risk & Executive Communication:

- Establish solution governance frameworks that manage risk, ensure compliance, and drive accountability.

- Conduct Quarterly Technical Steering Reviews with customer CTOs/CIOs to assess architecture evolution, adoption metrics, and roadmap alignment.

- Represent Customer Success Architecture in CXO councils, advisory boards, and strategic innovation forums.

- Proactively identify project risks, dependencies, and adoption bottlenecks; drive mitigation plans across technical and business teams.

- Ensure customer health scoring integrates both technical success (Uptime, Integration Quality, Data Sync) and business success (Usage, ROI, Renewal Intent).

Technical Leadership & Domain Expertise:

While this is a management-oriented role, a strong technical foundation is essential for credibility and influence.

Technical Expertise Areas

- Enterprise Architecture: Deep understanding of distributed systems, service-oriented architectures (SOA), microservices, and API ecosystems.

- Cloud & Infrastructure: Proven experience designing on AWS, Azure, or GCP, with a focus on scalability, security, and multi-tenancy.

- Integration Design: Expertise in RESTful APIs, GraphQL, and middleware platforms (e.g., MuleSoft, Boomi, Apigee, Workato).

- Data Architecture: Experience with data pipelines, ETL flows, analytics integration, and data governance best practices.

- Security & Compliance: Working knowledge of OAuth2, SAML, SSO, RBAC, and enterprise compliance frameworks (GDPR, SOC2, ISO27001).

- Automation & DevOps: Familiarity with CI/CD, containerization (Docker/Kubernetes), and infrastructure-as-code (Terraform, CloudFormation).

Business & Analytical Expertise

- Strong grasp of financial modeling, ROI/TCO analysis, and business impact measurement.

- Ability to interpret usage analytics, adoption metrics, and customer health scores for proactive engagement.

- Experience applying data storytelling and executive reporting frameworks to communicate impact.

Behavioral & Leadership Competencies

- Competency Description

- Strategic Vision Ability to connect product capabilities to business strategy and long-term transformation goals.

- Executive Presence Communicates confidently with CXOs; translates complex technology into board-level narratives.

- Customer Empathy Deep understanding of customer challenges, industry context, and success metrics.

- Cross-Functional Influence Navigates matrixed organizations to align Sales, Product, Engineering, and Success.

- Analytical Thinking Data-driven approach to diagnosing problems and demonstrating business impact.

- Coaching & Enablement Develops internal teams through mentorship, knowledge sharing, and architectural leadership.

- Adaptability Thrives in ambiguity, managing evolving customer needs and product maturity.

Key Success Indicators

- Adoption Velocity % of features adopted within first 90/180 days

- Business Impact Quantified ROI, efficiency improvement, or revenue lift achieved

- Retention & Expansion Renewal rate and upsell growth influenced by architecture

- Technical Health Platform stability, integration success rate, and uptime metrics

- Customer NPS/CSAT Satisfaction levels of key stakeholders and technical teams

- Thought Leadership Reusable frameworks, templates, and success stories created

Qualifications

- MBA from IIMs (Ahmedabad, Bangalore, Calcutta, Lucknow, Indore, Kozhikode) or top-tier business schools.

- Bachelors or Masters in Computer Science / Information Systems / Engineering.

- 10-18 years of experience across Solutions Architecture, Customer Success, Technology Consulting, or Digital Transformation.

- Experience leading large-scale enterprise solution rollouts, preferably in SaaS, Cloud, Data Analytics, or AI-based platforms.

Certifications (preferred):

- AWS / Azure / GCP Architect Certification

- TOGAF / ITIL / PMP / CSM

- Customer Success Management (SuccessHACKER / Gainsight / SuccessCOACHING)

Tools & Platforms

- CRM & CS: Salesforce, Gainsight, Planhat, HubSpot

- Integration & Automation: Mulesoft, Boomi, Postman, Zapier, Workato

- Data & Analytics: Power BI, Tableau, Looker, Databricks

- Project & Knowledge: Jira, Confluence, Notion, Asana

- Monitoring: Grafana, Datadog, Splunk

- Collaboration: Slack, MS Teams, Google Workspace

Career Path

- Director / Head of Solutions Architecture (Customer Success)

- VP Customer Success Engineering / Transformation Advisory

- Chief Customer Officer (CCO) / Strategy Lead Value Engineering

- Transition to Product Strategy / GTM / Customer Transformation Office

With your combination of MBA strategic perspective and technical acumen, you will be positioned to shape customer success architecture as a business enabler influencing product innovation and enterprise growth.

Compensation & Benefits

- Competitive leadership-level compensation package

- Performance-linked bonus & long-term incentive options

- Health & family insurance, learning credits, and executive education sponsorship

- Fast-track growth into strategic leadership roles within the organization

Why This Role is Strategic

This is not a delivery-focused architecture role its a management and strategy-driven function where your decisions directly impact:

- Customer renewals, expansions, and advocacy

- Product roadmap and integration strategy

- Company ARR and NRR growth

- Overall customer lifetime value (CLV)

By combining your IIM-honed business strategy skills with technical depth, you will act as the architect of outcomes, ensuring every deployment translates into measurable success and executive alignment.