Chronosphere is hiring a
Customer Success Architect, Remote - United States

Summary

Chronosphere is seeking a Customer Success Architect (CSA) to manage customer relationships, ensure customer success, and collaborate with cross-functional teams. The CSA will operate as a trusted advisor, network expander, risk detector and diagnostician, prescriptive seller, onboarder and adopter, documenter, champion builder, customer advocate, internal resource coordinator, value-based outcomes realizer, and more. The ideal candidate has 5+ years of experience in technical account management or a similar role with a track record of top performance.

Requirements

• 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

Responsibilities

• 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: Align Chronosphere’s capabilities with customer objectives, measuring and communicating ROI, and providing strategic insights to maximize long-term value and adoption

Benefits

• Health Insurance Coverage
• Unlimited Vacation Time
• Competitive Salary
• Stock Options
• And More