Customer Success Architect

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Serve as the post-sales leader for Chronosphere’s most significant clients.

• Offer strategic and technical insights to assist customers in optimizing their observability strategy and maximizing the value of Chronosphere.

• Guide clients through their journey, addressing challenges, identifying use cases, and managing risks.

• Foster trusted relationships within customer organizations, from technical end users to business executives.

• Develop, maintain, and implement strategic account plans.

• Oversee customer enablement, conduct executive business reviews, and facilitate new customer onboardings.

• Act as the principal advisor on technical projects and strategic business objectives.

• Identify and manage risks within the customer portfolio.

• Navigate the Chronosphere ecosystem to eliminate barriers, enhance adoption, and increase customer value.

• Advocate for the customer's voice to influence product development and customer success strategies.

• Promote the adoption of Chronosphere’s platform and features, articulate ROI, and deliver tangible value.

• Provide strategic insights to assist customers in reaching their business objectives.

• Help evolve Customer Success playbooks and best practices.

• Collaborate across functions and manage daily customer interactions.

⛳️ Requirements

• Over 5 years of experience in technical, customer-facing roles such as Customer Success, Solutions Architecture, Sales Engineering, or Professional Services.

• Proven experience managing a portfolio of large, complex customers generating $1M+ in ARR.

• Demonstrated ability to drive strategic initiatives and deliver measurable results.

• Experience working closely with technical stakeholders including DevOps, Engineering, CTO, and CIO.

• Capacity to customize communication for diverse audiences.

• Ownership of account strategy and executive conversations.

• Strong skills in project management, executive communication, discovery, stakeholder management, and value-based storytelling.

• Practical knowledge of observability, monitoring, and cloud-native environments.

• Familiarity with Kubernetes, Prometheus, OpenTelemetry, and distributed systems.

• A curious, growth-oriented mindset with the ability to convert ambiguity into opportunity.

• Please note that applicants will not receive immigration or work visa sponsorship for this position.

🏝️ Benefits

• Restricted stock units.

• Bonus.

• Employee benefits are mentioned, but specific details are not provided.

• Reasonable accommodations for qualified individuals with a disability or special need.