Customer Success Architect

Overview

Own the technical journey of OpenObserve's customers from pre-contract proofs of concept through full production deployment, driving adoption, retention and expansion. This is a technical, customer-facing role reporting to the Chief Revenue Officer.

What you'll do

• Join evaluations before the contract is signed, working with the account executive to agree success criteria, get the customer's data flowing, and ensure the pilot proves what it needs to prove.
• Take customers from a successful pilot to full production, planning the cutover from existing tools and getting data sources, pipelines, dashboards and alerts in place on schedule.
• Build a success plan for each account tied to what the customer cares about, such as cost, incident response time or coverage; track usage and health and act on early warning signs.
• Review architecture, ingestion, retention and query performance, recommending changes and showing customers how to make them in the product.
• Build trust with the engineers who use OpenObserve daily and with the leaders who signed for it, and run business reviews people want to attend.
• Own or partner with sales on renewals, and identify and help close expansion when a new team, data source or use case appears.
• Coordinate support and engineering during escalations and keep the customer informed, owning the customer's experience even when you do not own the fix.
• Bring patterns from your accounts to product and engineering with enough detail that they can act on them.
• Write POC templates, onboarding guides, migration runbooks and training content.

What you'll need

• 4+ years in a technical role such as software engineering, SRE, DevOps, support engineering or solutions engineering.
• Real observability experience using, running or supporting tools such as Datadog, Splunk, Elastic, Grafana or New Relic.
• Technical credibility with engineers: comfortable with Kubernetes, cloud infrastructure, OpenTelemetry, and log, metric and trace pipelines.
• Able to write SQL, read a config file, and reproduce a problem before escalating.
• Understands the difference between support and success.
• High emotional intelligence, with the ability to deliver bad news without becoming defensive.
• Smart and curious, learns new technology fast.
• Communicates clearly in writing and in person, with both hands-on engineers and executives.
• Commercial sense, or the desire to build it.
• Organized enough to run a portfolio of accounts and several evaluations and migrations at once.
• Comfortable in early-stage, ambiguous environments.

Nice to have

• Prior customer success or technical account management experience.

Details

• Remote, United States.
• Timezone overlap for core collaboration hours required.
• Occasional travel for customer visits, events and team offsites.