Product Value Architect

Product Value Architect

The Product Value Architect is a new role we’re creating to make this work. You’ll be embedded in Customer Success but dedicated to a single Billtrust product line (Invoicing, Payments, Cash Application, Collections, Credit, or our AI-powered Platform). Your job is to figure out what “value” actually looks like for customers on your product, design the signals that tell us when they’re off track, and build the intervention playbooks that get them back on course. You’ll work directly with customers, alongside CSMs, and in close partnership with Product and Engineering. If you’ve ever wanted a role that’s equal parts technical, strategic, and customer-

facing, this is it.

What You'll Do

Design Value & Adoption Signals

• You’ll own the value and adoption signals for your product. That means deciding which usage metrics, adoption milestones, and ROI indicators actually tell us whether a customer is getting what they paid for.
• We already have ROI models and benchmarks in place. Your job is to take them further for your product: sharpen the definitions, validate them against real customer outcomes, and build out the 30/60/90/180-day value curves that show what “on track” looks like.
• Work with Product and Engineering to make sure the right telemetry and health signals are being captured and flowing into our CS systems. If the data isn’t there, help us figure out what to instrument.
• Go deeper on the metrics that matter most for your product. DSO reduction for Collections. Auto-match rates for Cash App. Cost-per-invoice for Invoicing. Electronic adoption for Payments. You get the idea

Architect Interventions & Playbooks

• When a customer’s value signals stall, what happens next? You’ll design that logic: what triggers an intervention, what the response should be, and whether it’s handled by an AI agent, a digital touch, or a CSM picking up the phone.
• You’ll own the product-specific value playbook for your domain and contribute to cross-product playbooks like Adoption Stall Recovery and Onboarding & Activation. These are the playbooks CSMs and AI agents actually run.
• For every intervention, you’ll define the three vectors: what data triggered it, what we're recommending, and what ROI impact we expect if the customer follows through.

• Playbooks aren’t static. You’ll use outcome data, customer feedback, and patterns across the book of business to keep improving what works and retire what doesn’t

Drive Customer-Facing Value Delivery

• This is a customer-facing role. You’ll work directly with strategic and portfolio accounts to pressure-test whether they’re seeing the value they expected, identify where adoption has stalled, and help build a plan to close the gap.
• You’ll arm CSMs with the data and narratives they need for executive business reviews. We want EBRs grounded in real ROI, not slide decks full of activity metrics.
• You’ll be the person who knows your product’s value story cold and can explain it to a CFO or a Collections manager with equal credibility.
• When it’s time for renewal or expansion, you’ll help pull together the ROI case: what value the customer has already realized, and what they’re leaving on the table

Partner Across Product, Engineering & CS

• Your value-realization data should influence what Product builds next. You’ll bring the customer evidence that shapes roadmap priorities.
• We’re building AI agents (Health Score Calculator, Risk Detection Engine, Intervention Recommender, ROI Calculator, among others) to power this operating model. You’llwork with Engineering to make sure the logic behind those agents reflects how customers actually adopt and get value from your product.
• You’ll work with CS Ops to get playbooks, signals, and intervention logic wired into Gainsight, Salesforce, and our internal tooling so they actually run in the field.
• Our health score model is evolving. You’ll help shift it away from pure activity metrics and toward something that reflects real value realization and ROI.

Experience:

• 7+ years in a technical, customer-facing role. Could be Solutions Architecture, CS Engineering, Forward-Deployed Engineering, Technical Account Management, or something similar. The title matters less than the experience.
• You’ve built or run customer health models, value frameworks, or adoption scoring in a B2B SaaS environment before. This isn’t your first time thinking about what “customer value” means in practice.
• You’re comfortable with data. SQL, BI tools, product telemetry, metric design. You don’t need a data team to pull the numbers you need.
• You can take a complex product capability and explain why a customer should careabout it in terms of their business outcomes. Not features. Outcomes.
• You’ve contributed to playbooks, intervention frameworks, or prescriptive engagement models in a CS or Professional Services org. Bonus if you’ve measured whether they actually worked.

• You can hold your own in a room with a CFO, a VP of Product, or an Engineering lead. You communicate clearly and you’re not afraid to push back when the data says something different.
• You’re comfortable building from scratch. This role has a lot of ambiguity and not a lot of precedent. That should excite you, not worry you

Preferred

• You know the order-to-cash, AR, or fintech space. You’ve seen how these products work in real customer environments.
• You’ve worked with AI/ML-driven tooling, agentic workflows, or predictive analytics. Even better if you helped design the logic behind them.
• Hands-on experience with Gainsight, Salesforce, or similar CS platforms, especially around health scores and engagement signals.
• A background in product management, data engineering, or analytics engineering would be a real asset here.
• You’ve helped customers through significant operational or process change, not just software rollouts

Who We Are:

Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes.