Customer Success Architect

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.