200+ applicants

Company

Original Job Post

Grafana Labs · 1 week ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

$170K/yr - $204K/yr

7+ years exp

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Comp. & Benefits

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Responsibilities

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 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical experienceCustomer managementStrategy developmentValue proposition articulationTechnology learningRelationship buildingInfrastructure knowledgeProject managementProblem-solvingCollaborationLeadershipCommunicationSelf-motivatedConsulting

Required

5+ years of technical experience, ideally with Open Source technologies, or in the Metrics/Monitoring/Observability space

7+ years of experience managing a portfolio of customers, 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

You will need first class written and oral communication skills both to collaborate with 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 will need to be self-motivated, detail-oriented, and enjoy continuously learning.

You will be able and willing to develop a strong knowledge of our infrastructure and products

Strong project management skills and an ability to multitask within a fast moving startup environment

Preferred

Background in Consulting or Project Management is a nice to have

Benefits

Equity

Bonus (if applicable)

Company

Grafana Labs

Glassdoor

4.1

Grafana Labs is an open source software platform built to support monitoring, visualization, and metric analytics.

Founded in 2014

New York, New York, USA

501-1,000 employees

http://grafana.com

H1B Sponsorship

Grafana Labs has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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Trends of Total Sponsorships

2022 (1)