Manager, Success Engineers (Technical GTM)

What You'll Do

• Lead & develop the CSE team: Lead and develop a team of Customer Success Engineers to achieve customer satisfaction and value realization goals.
• Be the technical mentor: Model best‑practice troubleshooting, build dashboards, craft queries, instrument services, and reproduce issues. Establish playbooks, patterns, and internal enablement.
• Lead the technical success cycle: discovery, value mapping, tailor made demos, design POC success criteria, guide architecture, and drive POC win rate.
• Own postsale outcomes: Oversee onboarding, integration, adoption, and expansion; define success plans; run QBRs and executive readouts; mitigate risk and drive NRR.
• Customer engagement: Translate technical depth to strategic impact for senior stakeholders; lead roadmap conversations, architecture reviews, and operational maturity workshops.
• Strategic customer engagement: Regular, proactive involvement with our strategic customers such as on-site workshops, executive reviews, and more to build trusted relationships and drive measurable outcomes.
• On‑site customer presence: Visit customers across the US for POCs, workshops, training, and executive sessions.
• Cross‑functional leadership: Partner with Sales on account strategy; with Product/R&D on feedback and escalations; with Marketing on Webinars and technical content, with Support on incident handling, RCA and post‑mortems.
• Operational excellence: Track and improve KPIs (time‑to‑value, POC win rate, adoption, health score, expansions, NRR); forecast capacity; refine processes and tooling.

What You'll Bring

• Management experience: 3+ years leading customer‑facing technical teams (CSE/TAM/SE/PreSales/Delivery).
• Deep domain expertise: 5+ years in observability and/or infrastructure (logs/metrics/traces, APM, RUM, profiling).  Hands-on with ELK/OpenSearch, Prometheus/Grafana, OpenTelemetry, Kubernetes, containers, networking, and cloud (AWS/Azure/GCP) is an advantage.
• Hands‑on skills: Able to instrument services, write dashboards/queries, analyze traces, and debug distributed systems. Scripting (e.g., Python/Bash), SQL, and CI/CD familiarity is an advantage.
• Executive communication: Comfortable presenting technical strategy to C‑level stakeholders and guiding change management.
• Customer presence & travel: Ability to travel for customers on‑sites across the US (as needed).
• Collaboration & Ownership: Strong judgment, bias to action, and excellent written/verbal English.
• Startup mentality: Thrives in ambiguity and constraints; builds MVPs, iterates fast, and rolls up sleeves to unblock the team; pragmatic and resourceful with time and tooling.

Big Advantage

• Experience at an observability, security, or infra platform vendor; OpenTelemetry contributor/advocate; Terraform/Helm; data pipelines; SRE/Incident Response practices; working with global teams/time zones.
• Proven experience partnering with highly technical stakeholders (DevOps, SRE, platform and software engineers) across all levels—from individual contributors to senior leaders.

Client-provided location(s): Boston, MA

Job ID: cd5b9520-c20c-4c79-b576-e2fc0388d3da

Employment Type: OTHER

Posted: 2025-08-31T10:42:06