Customer Success Manager

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

📋 Description

• Report directly to the Chief Revenue Officer.

• Participate in customer evaluations and proofs of concept prior to contract finalization.

• Collaborate with account executives to establish success criteria, facilitate customer data flow, and ensure pilots meet their objectives.

• Transition customers from successful pilots to full-scale production deployments.

• Plan cutovers from existing tools and set up data sources, pipelines, dashboards, and alerts.

• Develop account success plans aligned with customer goals, such as cost reduction, incident response time improvement, or enhanced coverage.

• Monitor usage and customer health, responding to early warning signals.

• Review architecture, ingestion, retention, and query performance, providing hands-on technical direction.

• Cultivate relationships with engineers and executives and conduct business reviews.

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

• Coordinate support and engineering during escalations while managing the overall customer experience.

• Relay customer patterns and feedback to the product and engineering teams.

• Create POC templates, onboarding guides, migration runbooks, and training materials.

⛳️ Requirements

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

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

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

• Ability to write SQL, interpret a config file, and independently troubleshoot issues.

• Comprehension of the distinction between support and success.

• High emotional intelligence.

• Excellent written and verbal communication skills with both engineers and executives.

• A commercial mindset or a willingness to develop one.

• Strong organizational skills to manage a portfolio of accounts along with multiple evaluations and migrations.

• Comfort with ambiguity in early-stage environments.

🏝️ Benefits

• Equity.

• Competitive base salary.

• Bonus structure linked to retention and growth.

• Significant equity opportunities.

• Comprehensive benefits package.

• Flexible work schedule.

• Unlimited paid time off (PTO).

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

• Opportunities for advancement into senior and strategic customer success, solutions architecture, or team leadership as we grow.