Chronosphere · 3 hours ago
Senior Manager, Customer Success Architects
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years exp
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Responsibilities
Mentor, coach, and develop a team of Customer Success Architects, fostering a culture of collaboration, accountability, and continuous improvement.
Focus on driving the renewal and expansion business by identifying growth opportunities within existing accounts, working closely with the account teams to increase retention and deepen customer engagement.
Develop strategies to proactively address renewal risks, drive upsell initiatives, and maximize account potential through strong, customer-centered partnerships.
Develop and implement strategic plans for the CSA team to align with company goals, ensuring that Customer Success Architect KPIs are met or exceeded.
Collaborate with CSAs to strengthen client relationships, addressing complex issues and ensuring customers receive proactive support tailored to their needs.
Ensure the CSAs exceed Chronosphere’s expectations in core product and identity knowledge, communication, and execution and contribute to the larger CSA function.
Ensure that individual contributors create high-quality, customer-facing materials, including but not limited to Success Plans, Executive Business Reviews, Best Practices, and Platform Health Checks.
Establish clear performance objectives and regularly assess team members. Offer constructive feedback and support to enhance their skills while providing leadership and guidance to coach and motivate them toward optimal performance and career development.
Identify and implement best practices and process improvements to enhance service delivery, efficiency, and customer satisfaction
Collaborate with other team leaders (Sales, Presales, Professional Services, Product and Support) to ensure customer support during escalations while also building strong relationships with Sales Leaders to align on shared goals and initiatives.
Proactively identify potential risks in client accounts and develop strategies to mitigate those risks effectively.
Qualification
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Required
8+ years of relevant experience with a Bachelor's degree or equivalent combination of education and work experience
5+ years of experience leading Customer Success teams, Sales Engineering teams, or similar technical customer facing teams
Experience driving software adoption, and building and scaling Customer Success Architect practices
Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment
Passion for leading high-performing teams, coaching to develop skills, and helping to chart career paths
Experience with Docker, Kubernetes, AWS, GCP, Azure, or other modern cloud-native technologies and platforms
Experience with both the MEDDPICC qualification methodology, and Command of the Message/Value Framework sales methodology
Experience and comfort managing a customer-facing, geographically distributed team
Clear communication skills (verbal and written), leveraging data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints
Excellent presentation skills, with a passion for explaining complex technical concepts in a digestible manner & for coaching your team to do the same
Ability to collaborate across the organization and with external stakeholders
Experience successfully engaging and working with senior (C-level) executives
Benefits
Health Insurance Coverage
Unlimited Vacation Time
Competitive Salary
Stock Options
And More
Company
Chronosphere
Chronosphere is the only cloud native observability platform that helps teams quickly resolve incidents while controlling costs.
201-500 employees
H1B Sponsorship
Chronosphere 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)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (6)
2022 (6)
2021 (4)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$342.47MKey Investors
CrowdStrike Falcon FundGeneral AtlanticGreylock
2024-01-17Series Unknown· undefined
2023-01-09Series C· $115M
2021-10-07Series C· $173M
Leadership Team
Martin Mao
Co-Founder and CEO
Rob Skillington
Co-Founder and CTO
Recent News
2024-04-28
Company data provided by crunchbase
