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 Senior 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 while mentoring team members and contributing back to team knowledge. 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
- Lead customer success initiatives including enablement content, webinars, and workshops.
- Influence cross-functionally by synthesizing customer feedback and technical insights to improve team methodologies and provide strategic input to product and engineering teams
- Bachelor's degree or equivalent with at least 7-10 years of relevant experience in customer-facing technical roles
- Proven track record of managing complex customer relationships and driving technical success at scale
- The ability to articulate the benefits of modern platforms, software and technology
- Deep technical expertise with the ability to architect complex distributed systems architectures
- Demonstrated ability to manage multiple customer relationships simultaneously using structured approaches
- Strong presentation and communication skills for audiences ranging from developers to C-level executives
- Strong knowledge of the Elastic Stack or similar technologies
- Proven experience with Search, Observability, or Security use cases in enterprise environments, especially the intersection of Generative AI with these solutions (like Vector Search/RAG).
- Previous experience in a Customer Success, Solutions Architecture, or Technical Account Management role
- Experience covering customer portfolios in a high-growth technology company
- Track record of working with both cloud and on-premises deployment models
- Background in account management with annual contract customers
Compensation for this role is in the form of base salary plus a variable component, that together comprise the On-Target Earnings (OTE). On-Target Earnings (OTE) are based on a 80/20 pay mix (base salary / target variable).
The typical starting OTE range for new hires in this role is listed below. This range represents the lowest to highest OTE we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future.
An employee's position within the OTE range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.
Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.
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 the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [email protected]. We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.
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