Manager of Success Engineers, Logz.io

• 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

Desirable

• We’re hiring a hands-on Manager to lead our US‑based Customer Success Engineering (CSE) team
• Reporting to the VP, Customer Success, the leader combines people management with deep technical ownership across the observability and infrastructure stack
• You will coach engineers, dive into complex customer environments, and partner across Sales, Product, and Support to drive presale wins and postsale outcomes
• As the Manager of Customer Success Engineers, you will play a pivotal role in ensuring customer satisfaction, facilitating technical growth, and expanding strategic partnerships
• 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
• Shape how leading organizations observe, troubleshoot, and optimize mission‑critical systems. You’ll lead a high‑impact team at the heart of our customers’ success while staying close to the tech