Associate Customer Success Manager, Grafana Labs
Growth, EMEA
£65-78k
OTE
+ Equity
The open and composable observability platform
Job no longer available
The open and composable observability platform
1001+ employees
Job no longer available
£65-78k
OTE
+ Equity
1001+ employees
Company mission
To unite data, no matter where it lives, and empower its users to analyze, take action, and make smart decisions.
Role
Who you are
- Fluent in English and a secondary language both written and spoken
- 1+ years of experience in a technical, SaaS environment, preferably with Open Source technologies or within the Metrics/Monitoring/Observability space
- 1+ years of experience managing a portfolio of customers, with a proven track record of executing strategies to maximize adoption and retention at scale
- Solid understanding of Linux, open source technologies, and the ability to articulate the technical advantages of our products
- Familiarity with ticketing systems like Zendesk and experience in using data and insights to drive customer engagement
- European language skills in addition to English - particularly, Spanish or German - would be highly advantageous
- Excellent written and verbal communication skills, with the ability to build relationships and add value quickly and effectively across a wide range of customers
- Strong personal time management skills with the ability to multitask and execute on competing priorities within a fast-paced startup environment
- A high-efficiency and scalable mindset, constantly looking for ways to improve processes and drive greater customer value at scale
- Strong observational skills to identify patterns and trends in customer interactions, and the ability to translate these into actionable insights for the team
- Experience working remotely with an international team, demonstrating effective collaboration across time zones and cultures
- A team-first mentality, with the ability to work collaboratively in a pooled model to support all customers, not just individual accounts
- Adaptability and comfort with a pooled engagement model that involves short-term customer engagements and temporary assignments, with a focus on the overall success of the team
- Self-motivated and detail-oriented, with a passion for continuous learning and personal development
What the job involves
- As a Customer Success Manager - Growth at Grafana Labs, you’ll play a key role in our pooled Customer Success team, focusing on ensuring that our customers derive maximum value from our platform
- Unlike traditional CSM roles, you won’t manage a specific book of business
- Instead, you’ll work within a collaborative team to support a diverse portfolio of 500+ customers, helping to scale our customer success efforts efficiently and effectively
- Respond to customer inquiries through our ticketing system (Zendesk) and team email alias, providing timely and expert guidance
- Meet with customers over video conferencing calls (Zoom) to drive consultative discussion and provide product guidance to a wide range of customer stakeholders
- Lead customer onboarding processes, coordinating closely with internal teams like Sales, Sales Engineering, and Professional Services to ensure successful adoption of Grafana Labs products
- Proactively address risk and opportunity alerts by engaging directly with customers or coordinating internally to resolve issues and maintain high levels of satisfaction and retention
- Support the renewal process by partnering with the Renewals Team on at-risk accounts, ensuring customers see continued value in our solutions
- Contribute to at-scale CS program development by identifying areas for process improvement, scalability, and efficiency, and working closely with the Program Manager to implement these enhancements
- Engaging in continuous learning to stay current with industry trends and the latest features of Grafana Labs products
- Participating in team discussions to refine and improve the Customer Success framework, contributing insights and feedback based on customer interactions
- Acting as a subject matter expert for customer success, providing guidance on best practices and helping to shape our program as it evolves
- Working collaboratively with cross-functional teams including Product, Support, Billing, and Finance, to ensure seamless customer experiences
Our take
Observability plays a crucial role in software development, where dashboards are pivotal for monitoring the health of IT infrastructure across an organization. However, for developers, the frustration of spending unnecessary time navigating between different dashboards to find the latest information detracts from valuable programming time.
Grafana collaborates closely with its clients to create customizable observability platforms, striving to enhance efficiency in observability. Its offerings include cloud-based data structures, dashboards, API plugins, and collaboration tools. Currently, Grafana boasts over 25M users globally, with a customer base exceeding 5,000, including prominent names like Bloomberg, PJ Morgan Chase, eBay, PayPal, and Sony.
While Grafana provides free plans with a simplified tool package, the Grafana Enterprise Stack offers customized observability solutions on a monthly subscription basis. The company's ongoing strategy revolves around continually improving Grafana to meet users' demands, enhancing functionality with each iteration, and fostering community engagement by enabling users to share their Grafana dashboards with the broader open-source community.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
49% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2024
$270m
SERIES D
Apr 2022
$240m
SERIES D
Total funding: $805.2m
Company benefits
- Vacation: Balance is key. Our team enjoys 30 days of paid vacation each year on top of national holidays, parental leave, and sick leave. We also take a breather on a number of Grafana Shutdown Days each year
- Healthcare: We’re proud to provide health coverage or stipends for our colleagues in the US, UK, Canada, the Netherlands, Sweden, Singapore, and India
- Retirement planning: There’s no time like the present to start saving for your future. We make employer contributions into the pension pots of our team members in the US, UK, Canada, the Netherlands, Sweden, and Germany
- Professional development: On top of a $1,500 annual learning and development stipend, Grafanistas have thousands of on-demand courses at their fingertips to help them grow professionally. Want to attend a conference or training? Go ahead. Just pass on what you learned
- Work location: Vast majority of our roles are fully remote, focused on hiring the best talent and allowing you to perform from the comfort of your home. If you fancy a change of scene, we’ll also reimburse you up to $175 a month for a personal co-working space
- Choice of tech: There’s no one-size-fits-all when it comes to the tech required to do your job. Choose the laptop and accessories you need when you join us, and we’ll refresh them every three years
- Mindfulness: When you join the team, you can sign up for a complimentary subscription to Headspace to take advantage of the benefits of mindfulness and meditation. Our wellbeing resource group also organize sessions run by fellow Grafanistas or external trainers
- Paid parental leave: Grafana offers paid parental leave to all eligible new parents. This offers Grafanistas time to bond with and care for their children in the first year after birth or adoption
- Global Employee Assistance Program: We offer all team members a 100% confidential support service with 24/7 365 access to professionally qualified counsellors and specialists
Company HQ
Financial District, New York, NY
Leadership
Raj Dutt
(Co-Founder & CEO)Currently a Board Member at NSONE. Previously founded Voxel where they served as the CEO for 12 years. They also served as the Senior Vice President of Technology at Internap Network Services.
Torkel Ödegaard
(Co-Founder)Graduated from Mälardalen University with a Master's in Computer Science. Founder of Coding Instinct. Previously worked as a Consultant at H&M, Avega, and Ebay.
Anthony Wood
(Co-Founder)Previously worked at Visa and Voxel as a Senior Systems Engineer. They also have Systems Engineering experience at PalVision and iiNet.
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