Customer Success Architect

openobserve-careers; United States; On-site; USD 95,000 - 135,000; Full time

Job summary

OpenObserve is seeking a technical account management professional who will own the customer journey from pre-signature POCs to full deployment. You’ll work with platform engineers, SREs, and DevOps leaders—often migrating from competitors—ensuring the product delivers real observability value.

You will stay with customers through onboarding, health scoring, and quarterly business reviews, coordinating with support and engineering to drive renewals and expansions.

Qualifications

• Has 4+ years in a technical role such as software engineering, SRE, DevOps, support engineering, or solutions engineering.
• Wants to spend more time with customers; prior customer success or technical account management preferred.

Responsibilities

• POCs and pilots: join evaluations before contract signing; set success criteria and ensure data flows.
• Pilot to full deployment: transition from pilot to production at scale with data sources and dashboards ready.
• Adoption and outcomes: build a success plan tied to cost, incident response time, or coverage.
• Technical guidance: review architecture, ingestion, retention, and query performance; show changes in product.
• Relationships: build trust with engineers using OpenObserve daily and with leaders who signed.
• Renewals and expansion: own or partner on renewals; spot expansion with new teams or data sources.
• Escalations: coordinate support and engineering; own customer experience even when you don't own the fix.
• Voice of the customer: bring patterns to product and engineering with actionable detail.
• The playbook: write POC templates, onboarding guides, migration runbooks, and training content.

Skills

Technical account management

Customer success

Software engineering

DevOps

Job description

About us

OpenObserve is a fast-growing, developer-forward observability platform built for modern, high-scale systems. We help engineering teams ship faster and sleep better by making logs, metrics, and traces simpler, faster, and far more cost-efficient. A cloud-native architecture and smart indexing deliver real-time insight without the usual complexity or runaway costs.

We're backed by Nexus Venture Partners and Dell Technologies Capital. The open-source project has more than 22K GitHub stars and 10K active deployments, and our customers include some of the largest engineering organizations in the world. They choose OpenObserve to unify observability, cut spend, and speed up incident response.

Our culture is product-obsessed, customer-driven, and high ownership. We move quickly, value clarity, and give people room to take big swings.

About the role

Reporting directly to the Chief Revenue Officer, you'll own the customer's technical journey with OpenObserve, and it starts before the contract is signed. You'll work alongside sales during proofs of concept, take pilots through to full deployment, and then make sure customers get what they bought OpenObserve for and stay with us for years.

This is a technical role. Our customers are platform engineers, SREs, and DevOps leaders, many of them mid-migration from Datadog, Splunk, or Elastic. They'll expect you to understand their architecture, get your hands into the product, and have an opinion about what good observability looks like.

It's a good fit if you come from engineering, SRE, or support and have found that the part of the job you like most is working with the people who use what you build. You'll keep your hands in the technology and spend most of your week with customers. We'll coach you on the commercial side.

It is also not a support role, and the difference matters to us. Support is reactive: a ticket comes in, it gets fixed, it gets closed. Success is proactive: you know what the customer is trying to achieve, you notice when they're drifting away from it, and you act before they have to ask. You'll work closely with support and engineering and you'll own escalations, but your job isn't to close tickets. It's the outcome.

What success looks like

Twelve months in, four things are true:

• Your customers renew, and most are sending more data than when you started. Retention and growth in your portfolio are the scoreboard.
• Pilots become deployments. Customers who started with a POC are in full production and off their incumbent, on the timeline they were promised.
• You see problems before the customer does. A drop in usage, a champion who left, a team that never onboarded. You caught it and did something about it.
• The function is better than you found it. Onboarding, health scoring, and business reviews are documented and repeatable, so the next person we hire starts ahead.

What you'll own

• POCs and pilots: Join evaluations before the contract is signed. Work with the account executive to agree success criteria, get the customer's data flowing, and make sure the pilot proves what it needs to prove.
• Pilot to full deployment: Take customers from a successful pilot to production at full scale. Plan the cutover from their existing tools, get data sources, pipelines, dashboards, and alerts in place, and keep the project on schedule.
• Adoption and outcomes: Build a success plan for each account tied to what the customer cares about, whether that's cost, incident response time, or coverage. Track usage and health, and act on early warning signs.
• Technical guidance: Review architecture, ingestion, retention, and query performance. Recommend what to change and show them how, in the product, not on a slide.
• Relationships: Build trust with the engineers who use OpenObserve every day and with the leaders who signed for it. Run business reviews people want to attend.
• Renewals and expansion: Own or partner with sales on renewals. Spot expansion when a new team, data source, or use case appears, and work with the account executive to close it.
• Escalations: When something breaks, coordinate support and engineering and keep the customer informed. You own the customer's experience even when you don't own the fix.
• Voice of the customer: Bring patterns from your accounts to product and engineering, with enough detail that they can act on them.
• The playbook: Write the POC templates, onboarding guides, migration runbooks, and training content that make the next customer faster than the last.

We're looking for someone who

The best people in this job are part engineer, part consultant, part diplomat. They can debug an ingestion pipeline in the morning and talk a frustrated VP through a renewal in the afternoon, and they're interested in both.

• Has 4+ years in a technical role such as software engineering, SRE, DevOps, support engineering, or solutions engineering, and wants to spend more of the week with customers. Prior customer success or technical account manage