Senior Manager, Customer Success Architects

Chronosphere 

Chronosphere is the observability platform built for control in the modern, containerized world. Chronosphere empowers customers to focus on the data and insights that matter by reducing data complexity, optimizing costs, and remediating issues faster. The observability platform reduces data volumes and associated costs by 60% on average while saving developers thousands of hours. Chronosphere’s Fluent Bit-based Telemetry Pipeline optimizes and simplifies observability and security log data. The product transforms logs at the source and routes them to any destination without lock-in.

Recognized as a leader by major analyst firms, Chronosphere is trusted by the world’s most innovative brands, including Snap, Robinhood, DoorDash, and Zillow. Learn more at Chronosphere.io. Follow at LinkedIn and X.

About the role

As a Senior Manager, Customer Success Architects, you will lead a team of CSAs dedicated to delivering exceptional service and support to our clients. You will oversee team performance, drive customer success initiatives, and foster strong relationships between our clients and our technical teams. Your leadership will be instrumental in ensuring our clients receive the highest observability advice while achieving their business objectives. The role requires excellent strategic, analytical, technical, and business process skills to effectively grow and nurture our growing team and customer base.

You Will

• Mentor, coach, and develop a team of Customer Success Architects, fostering a culture of collaboration, accountability, and continuous improvement.

• Focus on driving the renewal and expansion business by identifying growth opportunities within existing accounts, working closely with the account teams to increase retention and deepen customer engagement.

• Develop strategies to proactively address renewal risks, drive upsell initiatives, and maximize account potential through strong, customer-centered partnerships.

• Develop and implement strategic plans for the CSA team to align with company goals, ensuring that Customer Success Architect KPIs are met or exceeded.

• Collaborate with CSAs to strengthen client relationships, addressing complex issues and ensuring customers receive proactive support tailored to their needs.

• Ensure the CSAs exceed Chronosphere’s expectations in core product and identity knowledge, communication, and execution and contribute to the larger CSA function.

• Ensure that individual contributors create high-quality, customer-facing materials, including but not limited to Success Plans, Executive Business Reviews, Best Practices, and Platform Health Checks.

• Establish clear performance objectives and regularly assess team members. Offer constructive feedback and support to enhance their skills while providing leadership and guidance to coach and motivate them toward optimal performance and career development.

• Identify and implement best practices and process improvements to enhance service delivery, efficiency, and customer satisfaction

• Collaborate with other team leaders (Sales, Presales, Professional Services, Product and Support) to ensure customer support during escalations while also building strong relationships with Sales Leaders to align on shared goals and initiatives.

• Proactively identify potential risks in client accounts and develop strategies to mitigate those risks effectively

You Have

• 8+ years of relevant experience with a Bachelor's degree or equivalent combination of education and work experience

• 5+ years of experience leading Customer Success teams, Sales Engineering teams, or similar technical customer facing teams

• Experience driving software adoption, and building and scaling Customer Success Architect practices

• Demonstrated success leading effectively in a dynamic, high-growth, and fast-paced environment

• Passion for leading high-performing teams, coaching to develop skills, and helping to chart career paths

• Experience with Docker, Kubernetes, AWS, GCP, Azure, or other modern cloud-native technologies and platforms.

• Experience with both the MEDDPICC qualification methodology, and Command of the Message/Value Framework sales methodology

• Experience and comfort managing a customer-facing, geographically distributed team

• Clear communication skills (verbal and written), leveraging data, workflow diagrams, logic, and strong analytical skills to illustrate viewpoints

• Excellent presentation skills, with a passion for explaining complex technical concepts in a digestible manner & for coaching your team to do the same

• Ability to collaborate across the organization and with external stakeholders

• Experience successfully engaging and working with senior (C-level) executives

Location

US Remote

Your team 

Reporting to Joey Dawson, Head of Professional Services

Our benefits

• Health Insurance Coverage

• Unlimited Vacation Time

• Competitive Salary

• Stock Options

• And More

Chronosphere is an equal opportunity employer. You're encouraged to apply even if your experience doesn't line up exactly with the job description. Your skills, passion, and desire to make a difference will stand out. At Chronosphere, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at talent@chronosphere.io

Before clicking “Submit Application”. 

To support our Diversity, Equity, and Inclusion (DEI) initiatives, we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However, applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional, Chronosphere is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring.

Identifying information includes your name, photos, LinkedIn URL, email address, and more.