Customer Success Architect

Open Observe is a fast-growing, developer-forward observability platform built for modern, high-scale systems. We help engineering teams ship faster and sleep better by making logs, metrics, and traces simpler, faster, and far more cost-efficient. A cloud-native architecture and smart indexing deliver real-time insight without the usual complexity or runaway costs.

We’re backed by Nexus Venture Partners and Dell Technologies Capital. The open-source project has more than 22K Git Hub stars and 10K active deployments, and our customers include some of the largest engineering organizations in the world. They choose Open Observe to unify observability, cut spend, and speed up incident response.

Our culture is product-obsessed, customer-driven, and high ownership. We move quickly, value clarity, and give people room to take big swings.

Reporting directly to the Chief Revenue Officer, you'll own the customer's technical journey with Open Observe, and it starts before the contract is signed. You'll work alongside sales during proofs of concept, take pilots through to full deployment, and then make sure customers get what they bought Open Observe for and stay with us for years.

This is a technical role. Our customers are platform engineers, SREs, and Dev Ops leaders, many of them mid-migration from Datadog, Splunk, or Elastic. They'll expect you to understand their architecture, get your hands into the product, and have an opinion about what good observability looks like.

It's a good fit if you come from engineering, SRE, or support and have found that the part of the job you like most is working with the people who use what you build. You'll keep your hands in the technology and spend most of your week with customers. We'll coach you on the commercial side.

It is also not a support role, and the difference matters to us. Support is reactive: a ticket comes in, it gets fixed, it gets closed. Success is proactive: you know what the customer is trying to achieve, you notice when they're drifting away from it, and you act before they have to ask. You'll work closely with support and engineering and you'll own escalations, but your job isn't to close tickets.

It's the outcome.

Twelve months in, four things are true:

• POCs and pilots: Join evaluations before the contract is signed. Work with the account executive to agree success criteria, get the customer's data flowing, and make sure the pilot proves what it needs to prove.

• Pilot to full deployment: Take customers from a successful pilot to production at full scale. Plan the cutover from their existing tools, get data sources, pipelines, dashboards, and alerts in place, and keep the project on schedule.

• Adoption and outcomes: Build a success plan for each account tied to what the customer cares about, whether that's cost, incident response time, or coverage. Track usage and health, and act on early warning signs.

• Technical guidance: Review architecture, ingestion, retention, and query performance. Recommend what to change and show them how, in the product, not on a slide.

• Relationships: Build trust with the engineers who use Open Observe every day and with the leaders who signed for it. Run business reviews people want to attend.

• Renewals and expansion: Own or partner with sales on renewals. Spot expansion when a new team, data source, or use case appears, and work with the account executive to close it.

• Escalations: When something breaks, coordinate support and engineering and keep the customer informed. You own the customer's experience even when you don't own the fix.

• Voice of the customer: Bring patterns from your accounts to product and engineering, with enough detail that they can act on them.

• The playbook: Write the POC templates, onboarding guides, migration runbooks, and training content that make the next customer faster than the last.