Customer Success Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the customer's technical journey with OpenObserve, starting from pre-contract assessment through to long-term retention.

• Participate in proofs of concept and pilot projects, define success metrics in collaboration with account executives, and establish customer data flows.

• Transition successful pilot programs into full production deployments, including the migration from existing tools.

• Set up data sources, pipelines, dashboards, and alerts while ensuring projects remain on track.

• Develop account success plans linked to customer outcomes such as cost efficiency, incident response times, and coverage metrics.

• Monitor usage and customer health, addressing early warning signs proactively.

• Evaluate architecture, data ingestion, retention, and query performance, providing hands-on technical advice.

• Cultivate relationships with engineers and executives, and lead business review sessions.

• Take ownership or collaborate with sales on renewals and identify opportunities for expansion.

• Coordinate with support and engineering teams during escalations while maintaining communication with customers.

• Relay customer feedback and trends to product and engineering teams.

• Develop POC templates, onboarding materials, migration runbooks, and training resources.

• Report directly to the Chief Revenue Officer.

⛳️ Requirements

• A minimum of 4 years in a technical capacity such as software engineering, SRE, DevOps, support engineering, or solutions engineering.

• Hands-on observability experience with tools like Datadog, Splunk, Elastic, Grafana, or New Relic.

• Familiarity with Kubernetes, cloud infrastructure, OpenTelemetry, and log, metric, and trace pipelines.

• Proficient in SQL.

• Ability to interpret configuration files.

• Capability to independently reproduce issues before escalating them.

• Understanding the difference between support and customer success roles.

• High level of emotional intelligence.

• Strong written and verbal communication skills when interacting with engineers and executives.

• A commercial mindset or a willingness to cultivate it.

• Ability to manage a portfolio of accounts, along with multiple evaluations and migrations at the same time.

• Comfortable working in ambiguous and early-stage environments.

🏝️ Benefits

• Competitive base salary.

• Bonus linked to retention and growth.

• Significant equity opportunities.

• Comprehensive benefits package.

• Flexible working schedule.

• Unlimited paid time off (PTO).

• Coaching from the Chief Revenue Officer on customer engagement and commercial strategies.

• Opportunities for career advancement to senior or principal architect roles, or the chance to lead the team as the company grows.