Customer Success Manager, Grafana Labs

• Language requirements:
• German Native speaker or C1 Level
• English Business proficiency
• 3+ years of technical experience, ideally with Open Source technologies, or in the Metrics/Monitoring/Observability space
• 5+ years of experience managing a portfolio of customers, developing and driving strategies to maximize retention
• Background in Consulting or Project Management is a nice to have
• 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

• The Customer Success team drives product adoption through a series of impactful engagements that enable our customers to maximize their business and technical value with Grafana
• For a customer, the Grafana Senior CSM is a partner who understands their business, goals and challenges, and provides specific recommendations to meet their business needs
• Customer Success Managers will align to a portfolio of customers within Nordics & Benelux (and potentially Central European) region and are responsible for ensuring 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
• You need to understand the ecosystem of services that our customers use, 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
• 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

• 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

Total funding: $805.2m

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.