Manager, Foundation Observability Architects

Summary

Join Grafana Labs as the founding manager of the scaled Observability Architect team. You will lead a technically elite team redefining the Customer Solution Engineer role, building and managing high-performing Observability Architects who are in-house, customer-facing solution experts. This role focuses on Grafana Labs’ Foundation, a scaled customer segment driving activation, consumption, and retention using programmatic, data-driven approaches. Observability Architects are deep technical and customer lifecycle specialists responsible for platform onboarding, adoption, and expansion. The team blends proactive outreach, enablement programs, and automated workflows to help customers realize value from Grafana. You will build and lead a high-performing team, design scalable programs, monitor consumption data, act as a customer advocate, and ensure cross-functional alignment.

Requirements

• 5+ years in Technical Account Management, Customer Success, SE/product consulting, or Professional Services with tech/B2B SaaS; 2+ years people management
• Demonstrated success building low-touch/use triggered programs in SaaS at scale
• Deep observability expertise—Grafana stack experience is a plus
• Strong analytical fluency: Salesforce, Gainsight (or equivalent CS platforms), data visualization tools (Looker, Tableau), usage telemetry
• Excellent written, presentation, and stakeholder alignment skills across technical and executive levels

Responsibilities

• Build & Lead a High-Performing Team
• Recruit, ramp, mentor, and manage the performance of deeply technical Observability Architects from diverse backgrounds
• Serve as a player/coach—balancing strategic leadership with hands-on support
• Own retention and expansion
• Bring out the best in your team
• Programs That Scale Activation & Usage
• Design one-to-many onboarding programs, enablement campaigns, usage webinars, and in-app nudges, triggered by real-time consumption or sentiment data
• Work with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material
• Define, refine and execute lifecycle frameworks—from onboarding to expansion to renewal
• Data‑Driven & Technical Action Triggers
• Monitor consumption, health, and sentiment signals to proactively intervene with automation or human touch
• Own escalations, technical troubleshooting, and customer outreach for stalled or at-risk accounts
• Customer Advocacy & Escalation Management
• Act as the voice of the customer to Product, Engineering, and GTM teams, ensuring feedback loops are well structured
• Drive executive sponsorship and periodic technical reviews with key accounts
• Cross-functional Alignment
• Work closely with Sales, Support, CS Ops, Professional Services, and Product to deliver scalable and consistent customer outcomes
• Partner with Sales leadership on customer programs, marketing initiatives and community/company events to drive adoption and expansion

Preferred Qualifications

• Data‑Obsessed & Programmatic: You love KPIs, dashboards, and building scalable low-touch motions grounded in usage trends
• Technically Fluent & Consultative: Comfortable discussing observability architecture, Kubernetes, telemetry stacks (Grafana, Loki, Prometheus, Tempo), APIs, and integrations
• Leader of Technical Talent: Skilled mentor and coach, elevating your team’s technical craftsmanship and scaled operational excellence
• Operational Driver with a Bias for Action: Expert in defining triggers, running experiments, iterating on programs, and continuously improving customer outcomes
• You love solving technical challenges and thrive on bringing creative solutions to our customers

Benefits

• In the US, the OTE range for this role is $237,000 - $278,000. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success
• 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose
• Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment
• Transparent Communication – Expect open decision-making and regular company-wide updates
• Innovation-Driven – Autonomy and support to ship great work and try new things
• Open Source Roots – Built on community-driven values that shape how we work
• Empowered Teams – High trust, low ego culture that values outcomes over optics
• Career Growth Pathways – Defined opportunities to grow and develop your career
• Approachable Leadership – Transparent execs who are involved, visible, and human
• Passionate People – Join a team of smart, supportive folks who care deeply about what they do
• In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it
• Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable