Updating Staff CSA positioning and duties

### Staff Customer Success Architect (CSA)

Market Justification: The business need for an individual contributor Staff CSA role is to have a team member who is a subject matter expert in customer engagement, success planning, and driving platform adoption. In addition to working with the customers in their book of business, they provide guidance and coaching to other CSMs and develop improvements to our customer engagement model. In the market, there are over 20 organizations that typically have 2-3 Staff CSAs.

The Staff Customer Success Architect is a grade 9 position maintained at intentionally limited representation — ideally no more than 10% of the global CSA organization. This selective positioning reflects the strategic nature of Staff-level contributions, which extend substantially beyond the responsibilities of Senior-level roles.

Where Senior team members demonstrate excellence in executing within their assigned scope, Staff-level professionals architect frameworks, methodologies, and approaches that multiply effectiveness across the organization. They serve as force multipliers whose impact manifests through the success of others, not solely through their direct customer portfolio or technical delivery.

The limited representation preserves the distinction between strong Senior-level execution and the unique strategic contribution staff-level roles require, maintains appropriate compensation differentiation reflecting a substantially different scope of impact, and ensures Staff team members receive investment and collaboration opportunities befitting their organizational role.

The Staff CSA reports to the [Manager/Senior Manager/Director, Success Services](/job-families/sales/success-service-management/).