Jobs in Ancona, Italy

Do you enjoy building relationships, solving challenges, and learning new technology? If you do, come join our Success team at Grafana Labs!

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 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 named portfolio of customers and are responsible for ensuring a healthy partnership 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, accountability on success plans and mutual action plans, business reviews, and identifying 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.

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 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 – in partnership with your account team – based on need and problems uncovered during customer interactions

Work with the team to enhance customer documentation and create internal enablement material

Requirements :

2+ years of technical experience, ideally with Open Source technologies, or in the Metrics / Monitoring / Observability space

4+ years of experiencing managing a large portfolio of customers (30+), developing and driving strategies to maximize retention and expansion

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

In Singapore, the OTE compensation range for this role is 155,000 – 186,000 SGD. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.

About Grafana Labs : There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies — including Bloomberg, JPMorgan Chase, and eBay — manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with theGrafana Enterprise Stack , both featuring scalable metrics (Grafana Mimir ), logs (Grafana Loki ), and traces (Grafana Tempo ).

Benefits : For more information about the perks and benefits of working at Grafana, please check out ourcareers page .

Equal Opportunity Employer : At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.

We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.

For information about how your personal data is used once you’ve applied to a job, check out our privacy policy .

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