Senior Customer Success Architect

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 $149000- $178000.  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.