Customer Success Manager

Job Description:

• Report directly to the Chief Revenue Officer
• Join customer evaluations and proofs of concept before contracts are signed
• Agree success criteria with account executives, get customer data flowing, and ensure pilots prove their objectives
• Take customers from successful pilots to full-scale production deployments
• Plan cutovers from incumbent tools and establish data sources, pipelines, dashboards, and alerts
• Build account success plans tied to customer objectives such as cost, incident response time, or coverage
• Track usage and customer health and act on early warning signs
• Review architecture, ingestion, retention, and query performance and provide hands-on technical guidance
• Build relationships with engineers and executives and run business reviews
• Own or partner with sales on renewals and identify expansion opportunities
• Coordinate support and engineering during escalations while owning the customer experience
• Bring customer patterns and feedback to product and engineering
• Create POC templates, onboarding guides, migration runbooks, and training content

Requirements:

• 4+ years in a technical role such as software engineering, SRE, DevOps, support engineering, or solutions engineering
• Real observability experience using, running, or supporting tools like Datadog, Splunk, Elastic, Grafana, or New Relic
• Comfortable with Kubernetes, cloud infrastructure, OpenTelemetry, and log, metric, and trace pipelines
• Able to write SQL, read a config file, and reproduce a problem independently
• Understands the difference between support and success
• High emotional intelligence
• Clear written and verbal communication with engineers and executives
• Commercial sense or willingness to build it
• Organized enough to manage a portfolio of accounts and multiple evaluations and migrations
• Comfortable with ambiguity in early-stage environments

Benefits:

• Equity
• Competitive base
• Bonus tied to retention and growth
• Meaningful equity
• Full benefits
• Flexible schedule
• Unlimited PTO
• Coaching from the CRO on the customer and commercial side
• Paths to senior and strategic customer success, solutions architecture, or leading the team as we scale