Customer Success Manager (Growth Segment) wanted remotely in a French company.

  • Full Time
  • Remote

Grafana Labs

Responsibilities include:

Serve as the primary point of contact for 40+ Growth customers to drive product adoption and ensure a healthy renewal
Liaison between clients and the rest of the company. You represent the voice of the customer and facilitate customer feedback to the product team to influence product development roadmap
Take ownership of new customers and lead the onboarding processes for our Growth customers to help them get up and running
Empower customers to connect their goals and challenges with Grafana Labs solutions
Enjoy building and iterating on our Customer Success framework in order to provide business and technical value at scale
Partner with the Growth Program manager to execute successful outreach at scale
Partner with the sales team to form joint account plans to understand where at-risk customers exist, where growth opportunities exist, and develop a strategy to execute against an account plan
Knowledge-share and collaborate with both self-serve and high touch customer success to incorporate wins into the Growth engagement strategy
Manage the ongoing post sales experience with the customer, including onboarding, ongoing optimization, monitoring usage to determine if upsell opportunities exist, and mitigating risks to ensure a healthy renewal
Document and share customer success stories and intervention stories
Conduct virtual and asynch meetings according to our Customer Success framework to drive results, product adoption, and ensure retention
Maintain a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, connecting trends and themes as you go
Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution
Drive expansion revenue opportunities based on need and problems uncovered during customer interactions
Work with the team to enhance customer documentation and create internal enablement material
Required Skills / Experience:

1+ years of technical, SaaS experience, preferably with Open Source technologies, or in the Metrics/Monitoring/Observability space
3+ years of experiencing managing a portfolio of customers, developing and driving strategies to maximize retention
We’re a startup so your job duties will be varied and complex and will require strong judgment, collaboration, and leadership
We are a remote first company so you should be experienced and skilled at working remotely with an international team
Experience building relationships with clients, and communicating creatively, via email, video and compelling, consumable content
You will need first class written and oral communication skills both to collaborate with a broad range our remote first internal teams and with our worldwide customers
You will need to be able to skillfully articulate our value proposition and the technical advantages of our products
You enjoy learning new technologies and will roll up your sleeves to learn how things work
You will love solving complex technical challenges and building relationships with our customers
You should have a general knowledge of Linux, experience working in open source and an understanding of what metrics, alerting, monitoring and dashboards can do for an organization
You will need to be self-motivated, detail-oriented, and enjoy continuously learning
You will be able and willing to develop a strong knowledge of our infrastructure and products
Strong project management skills and an ability to multitask within a fast moving startup environment

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