Senior Manager of Customer Success Architects, Chronosphere
+ Stock Options
Redefining cloud-native monitoring
Open for applications
Redefining cloud-native monitoring
201-500 employees
Open for applications
+ Stock Options
201-500 employees
Company mission
To redefine monitoring for the cloud-native world by building the world’s most scalable, reliable and customizable monitoring platform.
Role
Who you are
- 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
What the job involves
- 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
- 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
- Reporting to Joey Dawson, Head of Professional Services
Our take
As companies switch to cloud-native strategies, the main problem they face is how to store, keep track of and analyse data in real-time. Chronosphere offers scalable cloud monitoring services custom-built for managing cloud-native infrastructure and apps.
The company is entering a field that is on the rise, albeit crowded with both startups and leaders like Microsoft Cloud Monitoring and Amazon Cloudwatch. Chronosphere's edge likely lies in the cost efficiency of their service, and what seems a relatively transparent billing model. In addition, the founders are using Chronosphere to continue developing their open-source metrics engine M3.
This open-source product has proven a draw for both investors and customers, even when up against tech industry giants. The company's significant growth and funding (most recently from CrowdStrike) efforts have resulted in a $1.6bn valuation, Chronosphere has managed to remain highly competitive in a rapidly expanding market as it further optimizes its product.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jan 2023
$115m
SERIES C
Oct 2021
$200m
SERIES C
Total funding: $369.4m
Company benefits
- Stock Options
- Medical, Dental, Vision
- Flexible PTO
- Training & Career Growth
- Flexible Work Enviroment
- Commuter Benefits
- Free Lunches
Company values
- No Egos
- Enduring Camaraderie & Care
- Trust & Transparency
- Reliability & Responsibility
- Nothing is Impossible
Company HQ
Garment District, New York, NY
Articles
Leadership
Martin Mao
(CEO)After working in Software Engineering for Microsoft, Call Design, Google, and Woods Bagot, Martin served as Technical Lead for Amazon Web and Director of Pure Interactive. They then spent 4 years at Uber, before co-founding Chronosphere.
Rob Skillington
(CTO)Rob worked as a Software Engineer at Microsoft and Groupon before spending 5 years at Uber as Staff Software Engineer.
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