Manager - Foundation Observability Architects

The Opportunity:

We’re looking for the founding manager of our scaled Observability Architect team at Grafana Labs. As an OA leader you will be at the vanguard of evolving our practice to meet the unique demands of our customers. This is an exciting opportunity to one of the first leaders of our Observability Architecture team–a technically elite team that will redefine what a Customer Solution Engineer is in our industry. This team is quickly becoming the envy of the Observability space. You will be responsible for all aspects of building and managing a team of high-performing Observability Architects. This team is our in-house customer-facing solution experts.

This role’s focus is Grafana Labs’ Foundation or scaled customer segment. The Foundation team differentiates itself from our high touch enterprise segments by driving activation consumption and retention at scale using programmatic data-driven approaches. Each Observability Architect impacts a high number of customers. Your team will blend proactive outreach one-to-many enablement programs lightweight reactive assistance and automated workflows to help a broad customer base quickly realize value from Grafana without requiring bespoke hands-on engagements.

The Observability Architect is a deep technical and customer lifecycle specialist who with the help of account teams owns the platform onboarding adoption and expansion experience for Grafana's customers. They are responsible for the rapid and successful application of our technology. The OA team enables Grafana Labs’s worldwide growth by educating existing customers to ensure they are happy successful and realizing genuine value.  They share their technical and product expertise with customers through demos hands-on enablement presentations design guidance technical evaluations and ongoing interaction. They partner closely with our Sales team to identify new problems to solve for our customers. The OAs are our customers’ primary technical contact as well as the voice of our customers to the Product Management and Engineering teams.

What You'll Be Doing:

Build & Lead a High-Performing Team

• Recruit ramp mentor and manage the performance of deeply technical Observability Architects from diverse backgrounds.

• Serve as a player/coach—balancing strategic leadership with hands-on support.

• Own retention and expansion.

• Bring out the best in your team.

Programs That Scale Activation & Usage

• Design one-to-many onboarding programs enablement campaigns usage webinars and in-app nudges triggered by real-time consumption or sentiment data.

• Work with the team to enhance documentation write blog posts record videos contribute knowledge base articles and create other public and internal enablement material

• Define refine and execute lifecycle frameworks—from onboarding to expansion to renewal.

Data‑Driven & Technical Action Triggers

• Monitor consumption health and sentiment signals to proactively intervene with automation or human touch.

• Own escalations technical troubleshooting and customer outreach for stalled or at-risk accounts.

Customer Advocacy & Escalation Management

• Act as the voice of the customer to Product Engineering and GTM teams ensuring feedback loops are well structured.

• Drive executive sponsorship and periodic technical reviews with key accounts.

Cross-functional Alignment

• Work closely with Sales Support CS Ops Professional Services and Product to deliver scalable and consistent customer outcomes.

• Partner with Sales leadership on customer programs marketing initiatives and community/company events to drive adoption and expansion.

What Makes You a Great Fit:

• 5+ years in Technical Account Management Customer Success SE/product consulting or Professional Services with tech/B2B SaaS; 2+ years people management.

• Demonstrated success building low-touch/use triggered programs in SaaS at scale.

• Deep observability expertise—Grafana stack experience is a plus.

• Strong analytical fluency: Salesforce Gainsight (or equivalent CS platforms) data visualization tools (Looker Tableau) usage telemetry.

• Excellent written presentation and stakeholder alignment skills across technical and executive levels.

Bonus Points For:

• Data‑Obsessed & Programmatic: You love KPIs dashboards and building scalable low-touch motions grounded in usage trends.

• Technically Fluent & Consultative: Comfortable discussing observability architecture Kubernetes telemetry stacks (Grafana Loki Prometheus Tempo) APIs and integrations.

• Leader of Technical Talent: Skilled mentor and coach elevating your team’s technical craftsmanship and scaled operational excellence.

• Operational Driver with a Bias for Action: Expert in defining triggers running experiments iterating on programs and continuously improving customer outcomes.

• You love solving technical challenges and thrive on bringing creative solutions to our customers

In the US the OTE range for this role is $237000 - $278000. Actual compensation may vary based on level experience and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs) giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.