Remote job description

Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a technology startup in a high growth phase. We're looking for an experienced, versatile and highly motivated Customer Success leader to join our team.

As a Manager of Customer Success (AMER - West), your team will be a key differentiator in how our customers view and value Grafana Labs in the AMER West region, partnering with the Sr. Manager, West to support the largest regional team in the business. This key leader will have experience building and growing a success organization to service a rapidly expanding customer base, curating scalable experiences to protect and grow revenue by increasing usage & adoption and deepening partnerships. The ideal candidate has managed a regional team (ideally one that services highly technical customers with a mid-touch engagement model), or has built a Success team and operations model.

You must have a love for hiring and developing teams. We want to hire well so we can foster talent for growth at Grafana. You will have a passion for putting the customer first and love building strong relationships connecting with customers and internal stakeholders with a highly scalable focus. You will be part of a small leadership team championing the customer experience and liaising with cross functional teams including Sales, Customer Support, Professional Services, and Product Development to ensure the balance between what's best for the Customer and Grafana.

Your Impact:

  • Leverage data to drive customer outcomes, product adoption and customer experience across a mid-touch book of business
  • Create and champion team development, necessary skills and create enablement plans for ongoing growth, especially our "land and expand" motion
  • Partner with Sales to align on strategies for key accounts, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Build trusted relationships with the Product team to articulate patterns and insights for investment that will help the company "win enterprise" and "win commercial" with differentiated models
  • Hire, develop and mentor Success team members, building a culture of excellence and exceptional customer experiences
  • Evolve and iterate our Success methodology for our growing customer base
  • Create an innovative, collaborative and fun working environment for the distributed team

What will you bring to the team?

  • 3+ years of experience growing and scaling a Customer Success team, ideally supporting an org from start-up through scale motions
  • Experience working with an Enterprise customer base, driving product adoption leading to a healthy renewal
  • Ability to grow, coach and mentor employees
  • Excellent decision making skills in a fast paced environment
  • Willingness to learn and aptitude to master our products and become a trusted advisor to our customers
  • Process and detail oriented and enjoy documenting scalable steps
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization including Executive and C-level
  • Experience delivering customer-focused solutions to customer needs
  • Background knowledge of any of the following fields is strongly desired:
    • Observability, devops, logs, metrics, tracing, Kubernetes and general enterprise open source technology
  • Excellent listening, problem solving and communication skills

In the United States, the OTE compensation range for this role is $191,000 - $229,000. 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.

About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.

Equal Opportunity Employer: At Grafana Labs we're building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways.

We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we're working hard to make sure that's the foundation of our organization as we grow.

For information about how your personal data is used once you've applied to a job, check out our privacy policy.

Company name: Grafana Labs
Remote job title: Manager, Customer Success PST
Job tags: Decision-Making, Attention to Detail, Trusted Advisor

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