Customer Success and Professional Services Consultant

Remote Type

Hybrid

Location

Burlington, MA, United States

Job Category

Customer Success

Job Summary

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-endspanning strategy, implementation, and long-term growth. This is a hybrid role based in Burlington,MA (2 6 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. In this role,you will: Business & Customer Leadership

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 outcomes1 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. Technical & Consultative Delivery

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. Professional Services Leadership (Future Scope)

As the Progress RAG (Retrieval-Augmented Generation) customer base expands,

youwill help shape and lead our Professional Services capability:

Define consulting methodologies,

delivery frameworks, and implementation playbooks.

Lead complex , multi-phase professional services engagements .

u000AMentor nd onboard new consultants ; ultimately build nd lead a Professional Services team . u000APartner with Go-To-Market leadership to define services offerings , pricing models , And revenue strategy . Your background: Consulting & Business Experience

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 .

Technical Foundation

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 security .

u000Experience with Kubernetes is a plus ; strong willingness to learn is essential . Customer & Leadership Skills u000Proven ability to manage senior stakeholders And influence both technical & business audiences . u000Experience proactively managing customer health identifying risks driving resolution . u000High ownership mentality with ability to operate autonomously in fast-growing environment . Additional Qualifications u000Experience using CRM tools (Salesforce preferred) . u000Willingness to travel up to ~10% . Why This Role u000Direct influence on how enterprise customers adopt & scale AI-driven platforms u000Clear path from Senior Customer Success to Professional Services leadership u000High visibility across Product Sales Engineering u000Opportunity to build something foundational—not just operate within it Base Salary Range: $105400 - $130200 u000This position is also eligible to participate in our commission plan . Final base compensation is determined by factors including job-related skills education demonstrable experience allowance for future salary growth. u000We also offer robust benefits package including: u000What we offer in return is the opportunity to experience great company culture with wonderful colleagues plus: u000Medical dental vision life & disability 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 pet insurance. u000Competitive salary uncapped commission best-in-class Employee Stock Purchase Program (ESPP) with 27-month lookback Flexible paid vacation time paid day off for your birthday company holidays Various leave plans including Parental Leave. u000Employee Assistance Program (EAP) employee well-being program focusing on physical mental financial health.