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Customer Success Architect

Chronosphere

Chronosphere

IT
United States · Remote
Posted on Tuesday, July 2, 2024

Chronosphere

Chronosphere is the provider of the only observability platform that puts engineering organizations back in control by taming rampant data growth and cloud-native complexity, delivering increased business confidence. Teams at startups to well-known global brands in the Fortune 500 around the world trust Chronosphere to help them operate scalable, highly available and resilient applications.

Chronosphere is looking for trailblazers who are experts in their space and are passionate about creating meaningful solutions for engineers and digital businesses.

Chronosphere is a series C startup with more than $343M in funding and a $1B+ valuation. We’re a remote-first company, backed by Greylock, Lux Capital, General Atlantic, Addition and Founders Fund.

About the role

We seek a motivated Customer Success Architect (CSA) at Chronosphere. CSA’s leverage their problem-solving and relationship management skills, along with deep product knowledge, to ensure customer success. You'll be the key contact for technical and account management, helping customers achieve their goals, managing daily interactions, and navigating the Chronosphere ecosystem to maximize platform value.

In this role you will need/operate as

  • Trusted Advisor: Understand customers deeply, manage corporate objectives, and drive comprehensive solutions in Observability.

  • Network Expansion: Collaborate with both business & technical partners to provide optimal customer experiences and reduce change management burdens.

  • Risk Detection and Diagnosis: Identify and address risks to customer success, prevent churn, and support revenue forecasting and mitigation.

  • Prescriptive Selling: Evaluate customer needs, track progress, and identify opportunities for additional product or feature adoption.

  • Onboarding and Adoption: Collaborate on success plans during sales cycles to maximize customer time-to-value with Chronosphere.

  • Documentation: Document successful onboarding and adoption processes to validate success and expand influence.

  • Champion Building & Executive Relationships: Support key advocates within customer organizations and leverage success metrics to gain executive sponsorship.

  • Customer Advocacy: Advocate for customers' needs and ensure their feedback is represented in internal product discussions and roadmap planning.

  • Drive Internal Customer Attention: Collaborate with Sales, Engineering Marketing and Product to surface and engage appropriate Chronosphere resources to address all customer issues.

  • Value-Based Outcomes and Business Value Realization: Focus on aligning Chronosphere’s capabilities with customer objectives, measuring and communicating ROI, and providing strategic insights to maximize long-term value and adoption.

You have

  • 5+ years of experience in Technical Account Management, Customer Success Management, Consulting, Solution Architect, or another customer-facing role with a track record of top performance.

  • Industry experience and technical understanding related to Observability, DevOps, Application Performance Monitoring, logging, tracing, pipelines, and/or broader cloud-native application infrastructure platforms.

  • Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Marketing).

  • Direct hands-on 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 in working with complex, multi-divisional, multi-geographical customers and impressive executive presence and communication abilities.

  • Strong knowledge of relationship and account management.

  • Experience in defining processes and providing thought leadership.

  • Strong technical, analytic, and problem-solving skills.

  • Strong business acumen with the demonstrated ability to discover, quantify and measure business pain and tie that to technical solutions.

  • Proven track record of advising senior business stakeholders towards positive business outcomes.

  • Exceptional presenter and communicator with demonstrated experience in client-facing roles or in a role working closely with C-Suite executives

Our benefits

  • Health Insurance Coverage

  • Unlimited Vacation Time

  • Competitive Salary

  • Stock Options

  • And More

Chronosphere is an equal opportunity employer. You're encouraged to apply even if your experience doesn't line up exactly with the job description. Your skills, passion, and desire to make a difference will stand out. At Chronosphere, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at talent@chronosphere.io

Before clicking “Submit Application”.

To support our Diversity, Equity, and Inclusion (DEI) initiatives, we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However, applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional, Chronosphere is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring.

Identifying information includes your name, photos, LinkedIn URL, email address, and more.