Customer Success Architect

Prophet is an award-winning Australian SaaS platform that helps marketing and commercial leaders understand what's actually driving their business. Our marketing mix modelling and decision science platform is used by some of the most recognisable brands in the region — giving them the rigour and confidence to make better investment decisions.

We were recognised as the AFR Most Innovative Company for Media & Marketing in 2025, and we're scaling fast — 45+ enterprise customers and growing.

About the Role

The Customer Success Architect owns the most important phase of a Prophet customer's journey — the period from contract signature through to a confident, actively engaged platform user. You'll be the single point of accountability during onboarding, coordinating across Data Science, Platform, and Customer Success to make sure every new customer starts strong.

This role sits at the intersection of commercial outcomes, decision science rigour, and delivery discipline. You'll manage 6–8 concurrent onboardings, build the data foundations that great models depend on, and make sure the first model we present is one the customer trusts, can defend internally, and will act on.

What You'll Do

Own onboarding end-to-end. From kick-off through to model deployment, you'll run the plan — governance, working groups, steering committees, and structured milestone check-ins. You'll partner closely with Data Scientists and Platform engineers to deliver against committed timelines and scope.

Establish data confidence early. You'll coordinate data collection across marketing spend, media exposure, and commercial sources — working with customers and their agencies to confirm completeness, granularity, and integrity before modelling begins. When data is right from the start, everything else accelerates.

Build strong customer relationships. You'll be the primary point of contact for all stakeholders during onboarding — mapping the landscape, identifying champions and decision-makers, and running a crisp cadence of written updates, structured check-ins, and clear action tracking.

Set customers up for confident decision-making. You'll help customers translate their business questions into decision science use cases on Prophet, frame expectations around what the platform will deliver, and make sure the first model reveal builds trust and momentum.

Build scalable processes. You'll document and refine playbooks for core onboarding workflows, create reusable customer-facing materials, and capture product feedback and expansion opportunities to inform our roadmap.

Hand over cleanly. You'll run structured transitions to ongoing Customer Success, with full context, open items, and stakeholder insights documented — so the customer never feels like they're starting from scratch.

What You'll Bring

• 4+ years in customer onboarding, implementation, customer success, or consulting — ideally in SaaS, martech, or data/analytics.
• Proven ability to manage multiple complex projects simultaneously without dropping balls.
• Strong stakeholder management — you're comfortable engaging with marketing directors, CMOs, and commercial leads, and equally comfortable holding customers accountable to their responsibilities.
• Sharp organisation, attention to detail, and a bias for proactive problem-solving.
• Comfort navigating ambiguity and working with customers who have messy or incomplete data.
• Familiarity with marketing data (media spend, digital analytics, commercial data) is a strong plus.
• Experience with Linear, Notion, or similar project management tools.

Bonus points for:

• Background in marketing analytics, marketing mix modelling, or decision science.
• Experience in a high-growth SaaS environment.
• Comfort with data concepts — you don't need to write SQL, but you should know what a data pipeline is and why source data quality matters.

How You'll Be Measured

• Time-to-value: Model training within 6 weeks, model deployment within 8 weeks of kick-off.
• Quality: Customer satisfaction scores during onboarding (target 8.0+/10).
• Throughput: 6–8 concurrent onboardings maintained without quality trade-offs.
• Process: On-time milestone completion and playbook/documentation coverage.

Why Join Prophet

Market Impact: Be part of an ambitious team defining a new category of marketing decision tech

Innovation Leadership: Work alongside experienced platform, data, and decision science professionals.

Real Impact: This role has direct, visible impact on customer outcomes and company growth.

Office first culture Built on trust, creativity, and speed.

Growth Trajectory: Scale your impact as Prophet expands globally

Attractive Salary: ESOP for pre Series A scale-up

Prophet is a world-first predictive intelligence platform revolutionising how businesses understand and optimise their entire marketing and commercial ecosystem. Built as the antithesis to traditional Market and Media Mix Modelling (MMM), Prophet delivers unprecedented speed, clarity, and precision - enabling brands to measure, forecast, and simulate the impact of every investment across every channel, online and offline.

Powered by world-leading mathematics and AI, Prophet builds a digital clone of an organisation’s ecosystem, ingesting organisational, media, macroeconomic, and behavioural data to identify true performance drivers and guide strategy in real time.

We work with some of Australia’s most progressive enterprise brands across finance, banking, telecommunications, automotive, retail and beyond - helping them reduce inefficiencies, improve media ROI, and make confident decisions in rapidly evolving environments.

Prophet emerged from four years of intensive stealth development, grounded in statistical rigour and built by a founding team with experience from SpaceX, Deloitte, Meta, WPP and NAB. Backed by leading investors and scaling fast, we’re redefining what’s possible in marketing and commercial intelligence