Customer Success Manager - Growth Segment

Do you enjoy building relationships, solving challenges, and learning new technology? If you do, come join our Success team at Grafana Labs!

The Customer Success team drives product adoption through a series of impactful, digital and human-touch engagements that enable our Growth customers to maximize their business and technical value with Grafana.  For a customer, the Grafana CSM is a partner who understands their business goals and challenges, provides specific recommendations that deliver value, and ultimately helps achieve their business objectives.

Growth Customer Success Managers will align to a portfolio of customers within a specific region and customer profile and are responsible for ensuring a healthy renewal by driving product adoption. You’ll do this by leveraging data and insights from high-touch customer success as well as our self-serve team to engage with customers at specific points in their Grafana journey. Our CSMs manage the full life-cycle of our customer’s post-sales journey from onboarding to renewal, including regular cadence check-ins, business reviews, and any upsell opportunities with urgency and aplomb.   

As a new program to Grafana Labs, successful candidates will be scrappy and self-driven, excited to join a growing company and have a big impact on customers and the organization alike!

You need to understand the ecosystem of services that our customers use, and work with the customer to ensure success with Grafana at the center. We’d expect you to understand why Kubernetes is popular, how it relates to Prometheus and the difference between logs, metrics and traces.

Responsibilities include:

• Serve as the primary point of contact for 40+ Growth customers to drive product adoption and ensure a healthy renewal 
• Liaison between clients and the rest of the company. You represent the voice of the customer and facilitate customer feedback to the product team to influence product development roadmap
• Take ownership of new customers and lead the onboarding processes for our Growth customers to help them get up and running
• Empower customers to connect their goals and challenges with Grafana Labs solutions
• Enjoy building and iterating on our Customer Success framework in order to provide business and technical value at scale 
• Partner with the Growth Program manager to execute successful outreach at scale 
• Partner with the sales team to form joint account plans to understand where at-risk customers exist, where growth opportunities exist, and develop a strategy to execute against an account plan
• Knowledge-share and collaborate with both self-serve and high touch customer success to incorporate wins into the Growth engagement strategy
• Manage the ongoing post sales experience with the customer, including onboarding, ongoing optimization, monitoring usage to determine if upsell opportunities exist, and mitigating risks to ensure a healthy renewal
• Document and share customer success stories and intervention stories 
• Conduct virtual and asynch meetings according to our Customer Success framework to drive results, product adoption, and ensure retention
• Maintain a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, connecting trends and themes as you go
• Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution
• Drive expansion revenue opportunities based on need and problems uncovered during customer interactions
• Work with the team to enhance customer documentation and create internal enablement material

Required Skills / Experience:

• 1+ years of technical, SaaS experience, preferably with Open Source technologies, or in the Metrics/Monitoring/Observability space 
• 3+ years of experiencing managing a portfolio of customers, developing and driving strategies to maximize retention
• We’re a startup so your job duties will be varied and complex and will require strong judgment, collaboration, and leadership
• We are a remote first company so you should be experienced and skilled at working remotely with an international team
• Experience building relationships with clients, and communicating creatively, via email, video and compelling, consumable content
• You will need first class written and oral communication skills both to collaborate with a broad range our remote first internal teams and with our worldwide customers 
• You will need to be able to skillfully articulate our value proposition and the technical advantages of our products
• You enjoy learning new technologies and will roll up your sleeves to learn how things work
• You will love solving complex technical challenges and building relationships with our customers
• You should have a general knowledge of Linux, experience working in open source and an understanding of what metrics, alerting, monitoring and dashboards can do for an organization
• You will need to be self-motivated, detail-oriented, and enjoy continuously learning
• You will be able and willing to develop a strong knowledge of our infrastructure and products
• Strong project management skills and an ability to multitask within a fast moving startup environment