Customer Success Architect, Grafana Self Serve (Remote, EMEA)

As a Customer Success Architect you’ll function as an essential technical partner on the Self Serve Success team, nested within our Self Serve division – a cross-functional group focused on the long-term growth and success of SMBs subscribed to Grafana Cloud’s monthly plans.

You’ll work closely with Self Serve Success Engineering and Sales Assist teams in identifying high-potential customers with complex technical requirements, and carrying out specialized technical and business consultations. You’ll own the technical engagement with these customers, forming a holistic understanding of their ecosystem of services and orchestrations, and provide guidance on how to successfully optimize and adapt Grafana Cloud to their needs as they scale and grow within and beyond Self Serve.

You will be able to articulate the value propositions of Grafana Cloud products and services that customers are already leveraging as well any relevant services they yet do not, towards the goal of scaling the observability needs of their growing business case.

We’d expect you to stay current with o11y and related technologies, and understand things like why Kubernetes and OTEL are popular, how they relate to Prometheus metrics and tracing, and have informed opinions on best practices around deploying and configuring these with our Grafana Agent.

• Regularly meeting with customers over video conference
• Responding to inbound written requests from our top Self Serve accounts, and new high-potential customers
• Finding patterns and common use cases in our highest growth customers that we should act on within our product and technical content
• Creating demo environments, guides, and enablement presentations for internal and external use
• Helping to up-skill our Customer Success Engineers and Sales Assist teams on trending technical concepts and use cases for our customers

• 3-5+ years of technical pre- or post-sales experience, ideally 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 (GoLang/JS/TypeScript)
• Language skills in addition to English - particularly, French or German - would be highly advantageous

• Excellent written and verbal communication skills in interactions with customers
• Articulate in communicating customer trends to key stakeholders to drive change, as needed
• Effective in understanding business needs and distilling the information into business and technical requirements
• Adept at picking up new skills, learn about new technologies, and eager to break new ground
• Enjoy working with customers to help them succeed and thrive on working with leading-edge technologies