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Manager, Customer Success- NAM

Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Thursday, September 7, 2023 helps cloud-native businesses monitor and secure their environment. Our Open 360™ Platform turns observability from a high-cost, low-value burden to a high-value, cost-efficient enabler of better business outcomes by combining and extending familiar, powerful and relevant Open Source capabilities across Logs, Metrics and Traces – complemented by security monitoring in the form of cloud-based SIEM.
Now developers and engineers can employ an end-to-end, cloud-native observability stack built on scalable and easy-to-use Open Source using a single UI and unified agent – at a cost that anyone can afford. Our customers unlock proactive troubleshooting, faster product delivery and a fully supported SaaS observability platform, all while compounding efficiencies in time and cost.
We are seeking an exceptional Manager, Customer Success Engineer- NAM to lead and mentor our Customer Success Engineers team in the USA. The ideal candidate is passionate about driving customer value, possesses technical expertise, and has a proven track record of effectively managing customer relationships and delivering exceptional service. As the Manager of Customer Success Engineers, you will play a pivotal role in ensuring customer satisfaction, facilitating technical growth, and expanding strategic partnerships.


  • Lead, mentor, and develop a team of Customer Success Engineers to achieve customer satisfaction and value realization goals.
  • Collaborate closely with top-tier customers, ensuring their needs are met, value is derived from our products, and overall satisfaction is maintained.
  • Act as the focal point for technical inquiries, managing the end-to-end resolution process in alignment with customer requirements.
  • Oversee customer onboarding processes and ongoing usage, providing guidance and coaching to ensure successful implementation and continued engagement.
  • Partner with the sales team to develop account strategies, identify technical expansion opportunities, and contribute to account planning.
  • Define clear timelines, milestones, and success criteria for customer engagements, ensuring successful execution.
  • Serve as the voice of the customer within, advocating for their needs and ensuring alignment between customer expectations and our solutions.
  • Foster a collaborative relationship with cross-functional teams to enhance customer experiences and address technical challenges effectively.


  • 3+ years of management experience- Demonstrated dedication to delivering continuous value to customers and enhancing customer satisfaction.
  • Proven experience in roles such as Technical Account Manager, Project Manager, Post-Sale Engineer, Delivery Engineer, or Customer Success Engineer.
  • Track record of managing customer-facing activities, including engagement with C-Level executives in Global 5000 organizations.
  • Exceptional customer-facing skills, encompassing training, coaching, conflict resolution, and effective communication of complex concepts.
  • Extensive domain expertise in areas such as SaaS services, Cloud Solutions (AWS/Azure/GCP), Log Management and Analysis, Big Data, Business Intelligence/Web Analytics, Operational Intelligence, AI, and Threat Analysis.
  • Strong written and verbal communication skills in English, coupled with both business and technical acumen.
  • Positive, self-starting attitude with a commitment to exceeding expectations and going the extra mile.
  • Willingness to travel up to 20% as needed.
  • Bachelor's degree (BA/BSc) in Software Engineering, Computer Science, or equivalent practical experience.

Why Join Us:

  • At, we foster a dynamic and inclusive work environment that encourages innovation, collaboration, and professional growth. As the Manager, Customer Success Engineer- NAM, you'll play a vital role in shaping customer relationships, driving product value, and contributing to our mission of making machine data meaningful. Join us in revolutionizing observability and be a key part of our journey toward enabling better business outcomes through advanced cloud-native technologies.
  • Join us today in shaping the future of observability. Apply now to be a part of our growing team!’s Culture At Our Core: Companies with strong cultures & values are companies that win which is why at we keep it simple with our Core Values & Beliefs:
- Obsess Over Customers
- Act With Courage
- Win As A Team
- Deliver Results
We care deeply about the warm, inclusive environment we’ve created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you’re the right person, do apply anyway!
If this sounds like you, please join our team!