Senior Manager, Customer Success Architect

Summary

Join Chronosphere as a Senior Manager, Customer Success Architects and lead a team dedicated to providing exceptional service and support to clients. Oversee team performance, drive customer success initiatives, and foster strong client relationships. This role requires strong strategic, analytical, technical, and business process skills to grow the team and customer base. You will mentor and develop your team, focusing on renewal and expansion business, and proactively addressing renewal risks. Collaborate with other teams to ensure seamless customer support and build strong relationships. The position requires significant experience leading customer success teams and managing geographically distributed teams.

Requirements

• 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

Responsibilities

• 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

Benefits

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