Senior Customer Success Architect - (Remote, East or Central US)

  • Grafana Labs
  • United States
  • 05 Jul, 2024

Job Description

This is a full time remote role for Eastern or Central US timezone.

What you’ll be doing:

As a Customer Success Architect for our Growth Success segment you’ll function as an essential technical partner to a group of Customer Success Managers focused on the retention of small-to-medium Contracted accounts that leverage both Grafana Cloud as well as self-hosted Grafana Enterprise. You’ll be regularly consulting with customers with regards to their observability architecture, providing technical onboarding for new customers, and enabling our Growth CSMs on essential and emerging products and technology.

You’ll own the technical engagement with these customers, forming a holistic understanding of their ecosystem of services and orchestrations.

You will be able to articulate the value propositions of the Grafana products and services that customers are already leveraging, as well any relevant services they yet do not, and provide guidance on how to successfully optimize these to their needs, both at onboarding and as they scale. You'll often be meeting our customers at the intersection of technology and cost management with the goal of building and maintaining trust in their ability to leverage Grafana to budget and scale.

You’ll also form part of a team and work closely with other Customer Success Architects and Customer Success Engineers dedicated to supporting a separate but similar subset of customers in a pooled success model. Together you’ll collaborate on on-going technical knowledge shares and help improve our one-to-many motions with regards to technical product success. You will be reporting to our Senior Manager of Customer Success Engineering.

We expect you to stay current with o11y and related technologies, and understand things like why Kubernetes, OpenTelemetry, and APMs are popular, how they relate to Prometheus metrics, logs, and traces, and have informed opinions on best practices around deploying and configuring these with our Grafana Agent/Collector.

Key aspects of what you’ll be doing:

  • Regularly meeting with customers over video conference towards unblocking and enabling and expanding their continued use of Grafana
  • Responding to inbound questions from customers, as needed, and routed by a Growth Success CSM 
  • Creating and maintaining demo environments, guides, and enablement presentations for internal (CSMs) and external (customer) use

The hard skills we’re looking for:

  • 3-5+ years of technical pre- or post-sales experience, with open-source technologies, or the observability and monitoring space 
  • Strong understanding and experience of Linux, Windows Server Administration, networking, and open source technologies
  • Comfortable working with complex business and technological requirements and translating into the design of solutions
  • Strong project management and organizational skills
  • Experience with Cloud Platforms - AWS, GCP, Azure
  • Systems Architecture design
  • Ability to read code (GoL/JS/TypeScript)
  • Bonus for experience working in Zendesk, Salesforce

The soft skills we’re looking for:

  • Excellent written and verbal communication skills in interactions with customers
  • Keen listening skills and a strong sense of empathy 
  • Articulate in communicating customer trends to key stakeholders to drive change
  • Effective in understanding business needs and distilling the information into business and technical requirements

In the United States, the OTE range for this role is $149,000- $178,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.

 
About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).
 
Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.
 
Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.
 
We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.
 
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