Customer Success Architect

openobserve-careers; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive base salary

Performance bonus tied to retention &

Equity

Full benefits package

Unlimited PTO

Direct access to CRO

Job summary

OpenObserve is seeking a Customer Success Architect to own the technical journey for enterprise customers, focusing on pilots, full deployments, adoption, renewals, and expansion. This hands-on role reports to the CRO and collaborates with sales, support, and engineering.

You will run end-to-end pilots, guide customers to production, and shape success plans tied to outcomes like cost reduction and faster incident response. Strong technical credibility with Kubernetes and cloud tools is essential.

Qualifications

• Background in engineering, site reliability engineering, or technical support.
• Experience with observability tools and evaluating monitoring platforms.
• Clear communication with engineers and executives; ability to handle ambiguity.

Responsibilities

• Run proofs of concept and pilots end-to-end with prospective customers.
• Guide customers from pilot to full production deployment and plan cutovers.
• Build account-specific success plans tied to outcomes like cost reduction and faster incident response.
• Provide hands-on guidance on architecture, ingestion, retention, and query performance.
• Own renewals and collaborate on expansions while managing incidents and escalations.
• Bring field feedback to engineering and leadership.

Skills

Kubernetes

Cloud infrastructure

OpenTelemetry

SQL

Config files

Troubleshooting

Documentation

Tools

Datadog

Splunk

Elastic

Grafana

New Relic

Job description

Role overview

A fast-growing observability platform is hiring a Customer Success Architect to own the technical journey for its enterprise customers. This is a hands-on, proactive post-sale role, not a reactive support position, focused on pilots, full deployments, adoption, renewals, and expansion. The position reports to the Chief Revenue Officer and works closely with sales, support, and engineering.

Responsibilities

• Run proofs of concept and pilots end-to-end with prospective customers, agreeing on success criteria, ingesting data, and demonstrating the platform's value before contracts close.
• Guide customers from successful pilot to full production deployment, planning cutovers from incumbent tools and standing up ingestion, dashboards, and alerts on schedule.
• Build account-specific success plans tied to customer outcomes such as cost reduction, faster incident response, or broader coverage, and act on early warning signals in usage and health.
• Provide hands-on technical guidance on architecture, ingestion, retention, and query performance, doing the work in the product rather than on slides.
• Own renewals and partner with account executives on expansion, including escalations and the overall customer experience during incidents.
• Bring patterns and product feedback from the field back to engineering and leadership.

Requirements

• Background in engineering, site reliability engineering, or technical support, with a track record of working directly with the people who use the platform.
• Real-world experience running, supporting, or evaluating observability tools such as Datadog, Splunk, Elastic, Grafana, or New Relic, with informed opinions on what good monitoring looks like.
• Strong technical credibility with engineers: comfort with Kubernetes, cloud infrastructure, OpenTelemetry, and log, metric, and trace pipelines; ability to write SQL, read config files, and reproduce issues independently.
• Clear written and verbal communication with both hands-on engineers and executives, including the ability to deliver unwelcome news without becoming defensive.
• High emotional intelligence, organization, and the ability to manage a portfolio of accounts and parallel migrations without dropping threads.
• Comfort operating in an early-stage, ambiguous environment, building process rather than inheriting it. Prior renewal ownership is welcome but not required.

Nice to have

• Prior experience migrating customers off incumbent observability stacks.
• Curiosity about the commercial side of the business and the ability to spot genuine expansion opportunities.

Benefits and work setup

• Competitive base salary, performance bonus tied to retention and growth, and meaningful equity.
• Full benefits package, flexible schedule, and unlimited paid time off.
• Direct access to the CRO and influence on how the customer success function is built.
• Coaching for engineers transitioning into customer-facing work.
• Clear growth path toward senior and principal architect roles or team leadership.
• Remote within the United States, with required time-zone overlap for core collaboration hours and occasional travel for customer visits, events, and team offsites.