Senior Customer Success Manager
US Federal, Remote, USA
Posted on 3/22/2024
Grafana Labs

1,001-5,000 employees

Open source analytics & monitoring solutions
Company Overview
Grafana Labs’ mission is to democratize metrics so users can create a dashboard that helps them get insights into how their applications behave, enabling them to iterate, take action and improve faster.

Company Stage

Series D

Total Funding

$535.2M

Founded

2014

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

6%

1 year growth

22%

2 year growth

87%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
CategoriesNew
Customer Success & Support
Sales & Account Management
Customer Success Management
Strategic Account Management
Requirements
  • 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
  • Experience working in open source and an understanding of what metrics, alerting, monitoring, and dashboards can do for an organization
  • Strong project management skills and an ability to multitask within a fast-moving startup environment
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 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