Customer Architect - Self-Service Cloud

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

We are looking for a Customer Architect to work with our General Business segment who have made annual commitments, guaranteeing their technical and strategic success throughout their journey with Elastic alongside our Self-Service Cloud customers. The ideal candidate will have a history working in a fast-paced environment helping guide customers as they scale and expand their use of technology platforms. This role combines strategic account management with deep technical expertise, managing both assigned annual customer territories and supporting our pooled engagement model for Self-Service Cloud.

What you will be doing: 

• Manage a portfolio of annual customers using high and low-touch engagement strategies based on customer needs and expansion potential
• Provide consultative guidance across both cloud SaaS and on-premises deployments, including architectural recommendations, implementation support, and performance optimization
• Drive customer expansion and renewals through proactive health assessments, business reviews, and value demonstration aligned with customer success metrics
• Support at-scale customer engagement by handling inbound requests from Self-Service Cloud customers
• Contribute to customer success initiatives including knowledge base content, webinars, and workshops.

What you bring along: 

• Bachelor's degree or equivalent with at least 5-7 years of relevant experience in customer-facing technical roles
• Proven track record of managing customer relationships and driving technical success at scale
• The ability to articulate the benefits of modern platforms, software and technology
• Strong technical foundation with ability to understand complex distributed systems architectures
• Demonstrated ability to manage multiple customer relationships simultaneously using structured approaches
• Strong presentation and communication skills for both technical and business audiences
• Self-starter who can analyze current processes and develop scalable customer engagement strategies.

Bonus points: 

• Working knowledge of the Elastic Stack
• Experience with Search, Observability, or Security use cases in enterprise environments, especially the intersection of Generative AI with these solutions (like Vector Search).
• Previous experience in a Customer Success, Solutions Architecture, or Technical Account Management role
• Experience covering customer portfolios in a high-growth technology company
• Familiarity with both cloud and on-premises deployment models
• Background in account management with annual contract customers

Different people approach problems differently. We need that. Elastic is committed to diversity as well as inclusion. We are an equal opportunity employer and committed to the principles of affirmative action. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status or any other basis protected by federal, state or local law, ordinance or regulation. If you require any reasonable accessibility support, please complete our Candidate Accessibility Request Form.

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Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on