As the Senior Manager of Platform Architecture, you will lead a global team of technical experts responsible for ensuring customer success through robust system design, operational excellence, and strategic engagement. You will shape the vision and execution of production readiness frameworks, drive technical adoption at scale, and act as a key liaison between engineering, product, and customer-facing teams. This role is critical in enabling customers to achieve production stability, scalability, and long-term value from our platform. You will also play a central role in talent development, team scaling, and influencing product direction based on real-world deployment insights.
Responsibilities
- Recruit, mentor, and grow a high-performing global team of Platform Architects
- Define clear role expectations, career progression paths, and operational standards for the team
- Set benchmarks for technical ownership, outcome delivery, and depth of expertise
- Foster a culture rooted in accountability, precision, and trust with customers
- Develop and refine a production readiness framework to ensure smooth customer onboarding
- Standardize processes around system activation, reliability, observability, and operational safeguards
- Accelerate time-to-production for initial customer workflows with greater predictability
- Minimize engineering escalations by proactively addressing issues before they escalate
- Own key performance metrics including time-to-production, Gross Revenue Retention (GRR), Net Dollar Retention (NDR), expansion, and system health
- Forecast team capacity needs and scale the organization in alignment with business growth
- Ensure Platform Architects identify and surface expansion opportunities based on actual usage patterns
- Collaborate with Growth Account Executives and Solution Architects to turn technical readiness into revenue growth
- Serve as the senior technical liaison across Sales, Support, Services, and Product teams
- Partner with Product and Engineering to share real-world deployment insights and influence roadmap decisions
- Design customer lifecycle programs and lead executive-facing reviews such as QBRs and EBRs
- Act as executive sponsor for strategic customer accounts
- Develop and launch innovative programs like the Production Readiness Partnership
- Shape training, certification, and partner enablement strategies to extend reach
- Maintain the integrity and scalability of the Platform Architect role as the team grows
- Build a world-class function recognized as an industry standard in technical customer success
Requirements
- Minimum of 12 years of experience in technical roles, including at least 5 years in leadership positions
- Proven ability to build and scale high-performing technical teams
- Strong expertise in distributed systems, workflow orchestration, and production operations
- Experience designing and implementing customer success frameworks for technical products
- Skilled in defining metrics, processes, and operational standards that drive business results
- Demonstrated success collaborating with Sales, Product, Engineering, and Support teams
- Capable of engaging confidently with senior stakeholders and strategic customers
- Track record managing complex technical customer programs and production readiness initiatives
- Experience developing talent, establishing career frameworks, and cultivating high-trust team environments
- Strong analytical capabilities with experience using data to inform decisions and forecast capacity
Nice to Have
- Experience with Temporal or comparable distributed systems platforms
- Background in professional services, solutions architecture, or customer success engineering leadership
- Prior experience building post-sales technical teams from inception
- Familiarity with cloud platforms, Kubernetes, and infrastructure technologies
- Proven ability to design scalable training and enablement programs
- Experience in fast-growing SaaS or developer-focused technology companies
Tech Stack
Distributed systems, Workflow orchestration, Kubernetes, Cloud platforms
Benefits
- Comprehensive health, dental, and vision insurance
- 401(k) matching program
- Generous paid time off and flexible work policies
- Annual learning and development stipend
- Remote-first work environment with global team collaboration
- Parental leave and family support programs
- Wellness and mental health resources
- Stocked kitchen in office locations
- Employee resource groups and inclusion initiatives
- Company-sponsored team offsites and retreats
- Commuter benefits and transportation subsidies
- Volunteer time off and charitable giving programs
- Discounts on company products and services
Compensation
Competitive base salary with performance-based bonuses and equity package aligned with senior leadership roles.
Work Arrangement
Remote-first position with flexibility to work across time zones; occasional travel to regional hubs or customer sites may be required.
Team
You will lead a growing global team of Platform Architects embedded across customer lifecycles, working closely with Sales, Customer Success, Product, and Engineering to ensure technical excellence and customer outcomes.
Additional Information
- This role is critical to scaling our post-sales technical organization as we expand globally.
- We value continuous learning, innovation, and leadership at all levels.
- Our culture emphasizes transparency, ownership, and customer-centric problem solving.
- We are committed to building inclusive teams and fostering equitable growth opportunities.
- The ideal candidate thrives in ambiguity and can balance strategic vision with hands-on execution.
- Regular engagement with executives and strategic customers is a core part of this role.
