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 $170,000 - $203,000. 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 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

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.

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Summary
Company name: Grafana Labs
Remote job title: Senior Customer Success Manager US Federal
Job tags: Linux, Federal Government, Software as a Service