Principal Product Success Architect

Description

GAIL (Get AI Live) places engineers inside key customer projects to speed up AI adoption and produce results that can be measured. The GAIL Core Team is the lasting base behind this work, holding the institutional knowledge, tools and senior expertise that improve each project and each rotating engineer.

In this principal role you will chart the program's direction as it grows, take on the toughest projects and escalations, and build the tools and knowledge resources that lift skills across the whole practice. The job sits between hands-on delivery and program strategy, and you will set the example on the most demanding deployments while guiding how the program takes on harder problems and reaches more customers.

Responsibilities

• Take ownership of the most complex escalated GAIL and Go-Live Support projects, including large enterprise rollouts, acquisition integrations and high-stakes launches where the program's reputation is at risk.
• Define the direction for GAIL tooling and infrastructure, deciding which next-generation capabilities the program needs and owning the plan to build them.
• Own and update the GAIL playbook and quality standards for the whole practice, setting the bar for strong work and enforcing it across the program.
• Spot recurring failure modes, complexity drivers and escalation patterns across customer projects, and turn them into playbook changes and tooling investments.
• Coach and grow Core Team engineers and high-potential rotators, helping them build skills and prepare for leadership roles.
• Work closely with product, engineering leadership and customer success to turn what the field sees into product and program improvements.
• Represent the program in strategic customer discussions and executive meetings.

Requirements

• At least 8 years of software engineering experience, with significant time in enterprise product work and hands-on work with customers or in the field.
• Expert coding skills in JavaScript plus at least one of Java, Python or a similar language, with a record of shipping and scaling production systems.
• Substantial experience deploying and integrating AI and GenAI features, such as Now Assist, AI Agents or comparable platforms, across several customer environments and deployment models.
• Sound judgment on prompt engineering and on models whose outputs vary, including advising on reliability, production readiness and edge cases.
• A strategic approach to standards, tooling and scalability that balances practical delivery with the program's long-term health.
• A track record of building, owning and scaling shared infrastructure or platforms that several teams rely on.
• Strong skill at mentoring and coaching, with a habit of leaving people more capable than before.
• Clear communication with both technical and non-technical audiences, including customer executives and internal leaders.
• Ability to drive change across a program or organization without formal authority.

Conditions

Base pay for this location is $171,900 to $300,800, with equity where applicable, variable or incentive pay, and benefits. Base pay is a guideline, and total compensation depends on qualifications, skill level, competencies and work location.

Compensation depends on the geographic location where the role is based and may change with that location.

Work persona (flexible, remote or required in office) is assigned based on the nature of the work and the assigned location. The company may use a third-party service to measure the distance between your home and the nearest office to determine eligibility.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match and an employee stock purchase plan (ESPP).
• Matching donations.
• Flexible time away and family leave programs.