Senior Customer Success Architect, Grafana Labs
$149-178k
OTE
+ Equity
More information about location
Organization monitoring, visualization and observability platform
Job no longer available
Organization monitoring, visualization and observability platform
1001+ employees
Job no longer available
$149-178k
OTE
+ Equity
More information about location
1001+ employees
Company mission
To unite data, no matter where it lives, and empower its users to analyze, take action, and make smart decisions.
Role
Who you are
- 3-5+ years of technical pre- or post-sales experience, with open-source technologies, or the observability and monitoring space
- Strong understanding and experience of Linux, Windows Server Administration, networking, and open source technologies
- Comfortable working with complex business and technological requirements and translating into the design of solutions
- Strong project management and organizational skills
- Experience with Cloud Platforms - AWS, GCP, Azure
- Systems Architecture design
- Ability to read code (GoL/JS/TypeScript)
- Bonus for experience working in Zendesk, Salesforce
- Excellent written and verbal communication skills in interactions with customers
- Keen listening skills and a strong sense of empathy
- Articulate in communicating customer trends to key stakeholders to drive change
- Effective in understanding business needs and distilling the information into business and technical requirements
What the job involves
- As a Customer Success Architect for our Growth Success segment you’ll function as an essential technical partner to a group of Customer Success Managers focused on the retention of small-to-medium Contracted accounts that leverage both Grafana Cloud as well as self-hosted Grafana Enterprise
- You’ll be regularly consulting with customers with regards to their observability architecture, providing technical onboarding for new customers, and enabling our Growth CSMs on essential and emerging products and technology
- You’ll own the technical engagement with these customers, forming a holistic understanding of their ecosystem of services and orchestrations
- You will be able to articulate the value propositions of the Grafana products and services that customers are already leveraging, as well any relevant services they yet do not, and provide guidance on how to successfully optimize these to their needs, both at onboarding and as they scale
- You'll often be meeting our customers at the intersection of technology and cost management with the goal of building and maintaining trust in their ability to leverage Grafana to budget and scale
- You’ll also form part of a team and work closely with other Customer Success Architects and Customer Success Engineers dedicated to supporting a separate but similar subset of customers in a pooled success model
- Together you’ll collaborate on on-going technical knowledge shares and help improve our one-to-many motions with regards to technical product success
- You will be reporting to our Senior Manager of Customer Success Engineering
- We expect you to stay current with o11y and related technologies, and understand things like why Kubernetes, OpenTelemetry, and APMs are popular, how they relate to Prometheus metrics, logs, and traces, and have informed opinions on best practices around deploying and configuring these with our Grafana Agent/Collector
- Regularly meeting with customers over video conference towards unblocking and enabling and expanding their continued use of Grafana
- Responding to inbound questions from customers, as needed, and routed by a Growth Success CSM
- Creating and maintaining demo environments, guides, and enablement presentations for internal (CSMs) and external (customer) use
Our take
Observability plays a crucial role in software development, where dashboards are pivotal for monitoring the health of IT infrastructure across an organization. However, for developers, the frustration of spending unnecessary time navigating between different dashboards to find the latest information detracts from valuable programming time.
Grafana collaborates closely with its clients to create customizable observability platforms, striving to enhance efficiency in observability. Its offerings include cloud-based data structures, dashboards, API plugins, and collaboration tools. Currently, FGrafana boasts over 21M active instances and approximately 10M users globally, with a customer base exceeding 2,000, including prominent names like Bloomberg, PJ Morgan Chase, eBay, PayPal, and Sony.
While Grafana provides free plans with a simplified tool package, the Grafana Enterprise Stack offers customized observability solutions on a monthly subscription basis. The company's ongoing strategy revolves around continually improving Grafana to meet users' demands, enhancing functionality with each iteration, and fostering community engagement by enabling users to share their Grafana dashboards with the broader open-source community.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 6 rounds)
Aug 2024
$270m
SERIES D
Apr 2022
$240m
SERIES D
Total funding: $805.2m
Company benefits
- Vacation: Balance is key. Our team enjoys 30 days of paid vacation each year on top of national holidays, parental leave, and sick leave. We also take a breather on a number of Grafana Shutdown Days each year
- Healthcare: We’re proud to provide health coverage or stipends for our colleagues in the US, UK, Canada, the Netherlands, Sweden, Singapore, and India
- Retirement planning: There’s no time like the present to start saving for your future. We make employer contributions into the pension pots of our team members in the US, UK, Canada, the Netherlands, Sweden, and Germany
- Professional development: On top of a $1,500 annual learning and development stipend, Grafanistas have thousands of on-demand courses at their fingertips to help them grow professionally. Want to attend a conference or training? Go ahead. Just pass on what you learned
- Work location: Vast majority of our roles are fully remote, focused on hiring the best talent and allowing you to perform from the comfort of your home. If you fancy a change of scene, we’ll also reimburse you up to $175 a month for a personal co-working space
- Choice of tech: There’s no one-size-fits-all when it comes to the tech required to do your job. Choose the laptop and accessories you need when you join us, and we’ll refresh them every three years
- Mindfulness: When you join the team, you can sign up for a complimentary subscription to Headspace to take advantage of the benefits of mindfulness and meditation. Our wellbeing resource group also organize sessions run by fellow Grafanistas or external trainers
- Fond Perks: Grafanistas across the world receive access to Fond, a platform that provides access to pre-negotiated discounts on a wide variety of services including entertainment, food, and fitness
- Global Employee Assistance Program: We offer all team members a 100% confidential support service with 24/7 365 access to professionally qualified counsellors and specialists
Company values
- Share openly and default to transparency
- Respectfully empowered
- OSS is in our DNA
- We keep our commitments
- Seek diverse perspectives
- Don't let perfect get in the way
- Help each other thrive
Company HQ
Financial District, New York, NY
Articles
Founders
Raj Dutt
(Co-Founder & CEO)Currently a Board Member at NSONE. Previously founded Voxel where they served as the CEO for 12 years. They also served as the Senior Vice President of Technology at Internap Network Services.
Torkel Ödegaard
(Co-Founder)Graduated from Mälardalen University with a Master's in Computer Science. Founder of Coding Instinct. Previously worked as a Consultant at H&M, Avega, and Ebay.
Anthony Wood
(Co-Founder)Previously worked at Visa and Voxel as a Senior Systems Engineer. They also have Systems Engineering axperience at PalVision and iiNet.
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