Observability Architect — Remote Customer Success Lead

Engg

United States

Remote

USD 140,000 - 210,000

Full time

14 days+

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Job summary

Grafana Labs is seeking an Observability Architect to own long-term customer success across a portfolio of clients. You will design complex observability solutions, guide adoption, and build strategic relationships with engineers, SREs, and architects.

This hands-on, high-impact role shapes product feedback and drives outcomes at scale. You will collaborate with Engagement Managers to lead technical discovery, onboarding, and enablement while advocating for customer needs and ROI on Grafana’s

Qualifications

Bachelor’s degree in Computer Science, Information Technology, Math or a related field (or equivalent experience).
Experience deploying and operating Kubernetes.
5+ years in technical support, technical account management, consulting, SE or Professional Services role within the technology industry.
Strong understanding of observability solutions.
First class written and oral communication skills.

Responsibilities

Serve as the primary technical point of contact for a portfolio of Grafana customers.
Design the observability maturity journey of customers and assist them on that path.
Provide expert-level troubleshooting and guidance to drive adoption.
Conduct regular technical reviews and health checks to ensure client success.
Assist in RCA to understand issues that affect customer satisfaction, retention, and overall product experience.
Advise clients on best practices and strategies for leveraging our technology to achieve their business goals.
Collaborate with clients to develop and execute technical roadmaps.
Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new products and features.
Develop and maintain strong, long-term relationships with key stakeholders.
With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment.
Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests.
Conduct training sessions and workshops to educate clients on our technology.
Develop and deliver technical documentation, guides, and tutorials.
Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects.
Prepare and present reports on client metrics, achievements, and areas of focus.