About The Role
The Customer Success Manager owns post-sale outcomes for mid-market and enterprise customers using a cloud observability platform to monitor applications, infrastructure, logs, and distributed systems. The role guides customers from implementation through adoption, helping engineering and platform teams turn telemetry into faster incident response and more reliable services.
You will manage a portfolio of technical accounts, build success plans tied to measurable business outcomes, and serve as the primary point of coordination across customers, solutions engineers, support, and product. The role directly influences retention, expansion, and long-term customer value in a high-growth SaaS environment.
Key Responsibilities
- Own the customer lifecycle from onboarding and implementation through adoption, renewal, and expansion
- Build success plans with technical milestones, usage targets, stakeholder maps, and measurable outcomes
- Lead recurring business reviews using product telemetry, adoption data, health scores, and renewal forecasts
- Partner with solutions engineering and support to resolve complex issues involving APIs, integrations, Kubernetes, cloud infrastructure, logs, and alerting workflows
- Identify adoption gaps and expansion opportunities across observability, incident-management, and developer-platform use cases
- Maintain accurate account plans, risks, activity, and renewal data in Salesforce and customer-success platforms such as Gainsight or Vitally
- Translate customer feedback into clear product requirements and collaborate with product and engineering on prioritization
What We Are Looking For
- 3-6 years of experience in customer success, technical account management, solutions consulting, or a related client-facing SaaS role
- Experience managing B2B software customers with responsibility for adoption, retention, renewals, or expansion
- Working knowledge of cloud and developer technologies such as AWS, Azure, GCP, Kubernetes, REST APIs, CI/CD, logging, or monitoring
- Strong ability to explain technical concepts to both engineering practitioners and executive stakeholders
- Proven success managing multiple accounts, running structured customer meetings, and forecasting renewal risk
- Experience using Salesforce, Gainsight, Vitally, Jira, and collaboration tools to manage account activity and cross-functional work
- Bonus: Experience with observability, DevOps, SRE, incident management, SQL, or SaaS usage analytics; bachelor's degree in business, computer science, engineering, or a related field