Customer Success and Professional Services Consultant

About the position We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experience with agility and ease. We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success and Professional Services Consultant and help us do what we do best: propelling business forward. This will be a hybrid role working between your home office and our Burlington MA headquarters. The onsite piece will be 2-3 days a week. We are looking for a business-centric, technology-driven consultant to lead customer adoption and value realization for our Progress RAG (Retrieval-Augmented Generation) platform. This role is ideal for someone who has built their foundation in Customer Success or Professional Services and is ready to own complex enterprise relationships with an end-to-end—spanning strategy, implementation, and long-term growth. This is a hybrid role based in Burlington, MA (2–3 days onsite per week). You will begin in a Customer Success capacity, working hands-on with enterprise customers to drive outcomes and platform adoption. Over time, this role is expected to evolve into a Professional Services position, helping define delivery frameworks, lead complex engagements, and ultimately build and lead a Professional Services team as demand grows.

Responsibilities

• Partner with customer executives, business owners, and technology leaders to define AI adoption objectives, success metrics, and measurable ROI.
• Lead strategic conversations that connect platform capabilities to real business outcomes—efficiency, cost reduction, risk mitigation, quality improvement, or revenue growth.
• Serve as a trusted advisor on AI governance, data readiness, change management, and operationalization.
• Identify expansion opportunities and new use cases by deeply understanding customer business models, workflows, and technology ecosystems.
• Provide structured feedback to Sales and Product teams on customer trends, competitive insights, and emerging market needs.
• Own the post-sales technical relationship, guiding customers through onboarding, integration, and deployment of the Progress RAG (Retrieval-Augmented Generation) platform.
• Design and architect scalable implementations aligned with customer security requirements, data architecture, and long-term growth plans.
• Lead hands-on deployment efforts, including API integrations, data flow design, cloud configuration, and environment readiness.
• Translate customer requirements into solution designs that balance feasibility, performance, and maintainability.
• Facilitate technical workshops, architecture reviews, and operational readiness assessments.
• Act as an escalation point for complex customer scenarios, coordinating closely with Engineering, Product Management, and Support.
• Document solution architectures, integration patterns, and deployment best practices to enable repeatable customer success.
• Define consulting methodologies, delivery frameworks, and implementation playbooks.
• Lead complex, multi-phase professional services engagements.
• Mentor and onboard new consultants; ultimately build and lead a Professional Services team.
• Partner with Go-To-Market leadership to define services offerings, pricing models, and revenue strategy.

Requirements

• 2+ years at a major consulting firm’s technology or software practice (Deloitte, PwC, EY, KPMG strongly preferred) or equivalent experience.
• Strong consulting fundamentals: structured problem-solving, executive communication, stakeholder management, and storytelling with data.
• Demonstrated ability to translate business objectives into technical requirements—and vice versa.
• Hands-on experience with enterprise software deployment, system integrations, APIs, data pipelines, or cloud platforms.
• Working knowledge of Python or JavaScript; ability to troubleshoot and contribute to customer-side implementation work.
• Comfort discussing architecture concepts such as scalability, performance, data ingestion, and security.
• Proven ability to manage senior stakeholders and influence both technical and business audiences.
• Experience proactively managing customer health, identifying risks, and driving resolution.
• High ownership mentality with the ability to operate autonomously in a fast-growing environment.
• Willingness to travel up to ~10%.

Nice-to-haves

• Experience with Kubernetes is a plus; strong willingness to learn is essential.
• Experience using CRM tools (Salesforce preferred).

Benefits

• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan.
• Tuition Reimbursement program.
• Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.
• Competitive salary, uncapped commission, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Flexible paid vacation time, paid day off for your birthday, and company holidays.
• A variety of leave plans, including Parental Leave.
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.

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