Senior Customer Success Manager - US Federal

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

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

This position aligns primarily to our portfolio of customers within the US federal government but will include non-federal customers as well. The primary goal of the CSM is to ensure a healthy renewal by driving product adoption. You’ll do this by leveraging data and insights 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.

You need to understand the ecosystem of services that our customers use particularly in the public sector 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:

• Proactively manage a book of business to drive product adoption to ensure a healthy renewal

• Enjoy building and iterating on our Customer Success framework in order to provide business and technical value 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

• 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 onsite 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

• Proactively communicate with customers and internal teams to provide a closed feedback loop on our products and the competitive landscape

• 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:

• 3+ years of technical SaaS experience preferably with Open Source technologies or in the Metrics/Monitoring/Observability space

• 5+ years of experience managing a portfolio of customers particularly in the US federal government space 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

• First class written and oral communication skills both to collaborate with a broad range of 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

• Willing to develop a strong knowledge of our infrastructure and products

• Posses strong project management skills and an ability to multitask within a fast moving startup environment

In the US the OTE compensation range for this role is $170000 - $203000. 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 here . *Compensation ranges are country specific. If you are applying for this role from a different location than listed above your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process