Customer Success Manager
Core
Drive product adoption, observability maturity, and net dollar retention for a portfolio of B2B SaaS customers in the observability market.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Customer success outcomes, renewal security, and expansion pipeline for observability platform
Domain
Observability, Log Analytics, Cloud Infrastructure
Required skills
Customer success management, portfolio management, onboarding leadership, health scoring, business reviews, expansion pipeline sourcing, technical stakeholder engagement, ROI quantification
Preferred skills
Technical Account Manager experience, Solutions Engineer background, Log Analytics/Monitoring/APM knowledge, Cloud technologies (AWS/GCP/Azure), familiarity with observability tooling (Datadog, Splunk, New Relic)
Technologies
AWS, GCP, Azure, Datadog, Splunk, New Relic
Responsibilities
Own portfolio health and renewals, drive product adoption and maturity, lead onboarding with technical teams, monitor usage data and mitigate churn risks, run QBRs and deliver Value Realization reports, identify expansion opportunities and source pipeline, partner with sales on commercial terms, act as voice of customer for product roadmap
Seniority
Senior, hands-on IC
