Remote Strategic Customer Success Architect

Palo Alto Networks, Inc.; New York (NY); On-site; USD 142,000 - 230,000; Full time

Job summary

Chronosphere, a Palo Alto Networks company, seeks a Customer Success Architect to lead post-sales strategy for large customers and maximize observability value. You’ll guide journeys, manage day-to-day interactions, and partner cross-functionally to deliver exceptional outcomes.

Ideal candidates bring 5+ years in technical, customer-facing roles, strong executive communication, and hands-on observability knowledge (Kubernetes, Prometheus, OpenTelemetry).

Qualifications

• 5+ years of experience in technical, customer-facing roles like Customer Success, Solutions Architecture, Sales Engineering, or Professional Services.
• Managed a portfolio of large, complex customers with $1M+ ARR, driving strategic initiatives and delivering measurable outcomes.
• Experience partnering with technical stakeholders (Dev Ops, Engineering, CTO/CIO) and tailor communication across audiences.
• Strategic account ownership: influence executive conversations and drive adoption/expansion.
• Strong project management and executive communication skills; discovery and stakeholder management.
• Hands-on knowledge of observability, monitoring, and cloud-native environments; Kubernetes, Prometheus, OpenTelemetry, distributed systems.
• Curiosity and growth mindset; ability to turn ambiguity into opportunity.

Responsibilities

• Build trusted relationships across all levels of customer organizations, from technical end users to business executives.
• Develop and execute strategic account plans for customers.
• Lead strategic engagements like executive business reviews and customer onboardings.
• Serve as the primary advisor across technical initiatives and business outcomes.
• Identify and mitigate risks within customer portfolios.
• Navigate Chronosphere ecosystem to remove obstacles and maximize customer value.
• Represent the voice of the customer to influence product and CS strategies.
• Drive platform adoption and demonstrate ROI through measurable value.
• Provide strategic insights to help customers achieve business goals.
• Contribute to evolving Customer Success playbooks and best practices.

Skills

Strategic account planning

Executive communication

Discovery

Stakeholder management

Value-based storytelling

Observability knowledge

Kubernetes

Prometheus

OpenTelemetry

Distributed systems

Tools

Kubernetes

Prometheus

OpenTelemetry

Distributed systems

Job description

Chronosphere, a Palo Alto Networks company, seeks a Customer Success Architect to lead post-sales strategy for large customers and maximize observability value. You’ll guide journeys, manage day-to-day interactions, and partner cross-functionally to deliver exceptional outcomes.

Ideal candidates bring 5+ years in technical, customer-facing roles, strong executive communication, and hands-on observability knowledge (Kubernetes, Prometheus, OpenTelemetry).