Technical Customer Success Manager (Observability)

Location: Remote, United States. Core collaboration hours overlap required; occasional travel for customer visits, events, and team offsites.

Company

hirify.global is an open-source-rooted, cloud-native observability platform for logs, metrics, and traces, backed by Nexus Venture Partners and Dell Technologies Capital.

What you will do

• Join proofs of concept and pilots, define success criteria with sales, connect customer data, and validate evaluations.
• Lead customers from successful pilots to full production deployments, including migrations from Datadog, Splunk, or Elastic.
• Create success plans, track product usage and account health, identify risks early, and drive adoption, renewals, and expansion.
• Review architecture, ingestion, retention, query performance, pipelines, dashboards, and alerts, providing hands-on technical guidance.
• Build relationships with engineers and executives, run business reviews, and coordinate support and engineering escalations.
• Develop POC templates, onboarding guides, migration runbooks, training content, and repeatable customer-success processes.

Requirements

• 4+ years in a technical role such as software engineering, SRE, DevOps, support engineering, or solutions engineering.
• Hands-on experience with observability tools such as Datadog, Splunk, Elastic, Grafana, or New Relic.
• Technical familiarity with Kubernetes, cloud infrastructure, OpenTelemetry, and log, metric, and trace pipelines.
• Ability to write SQL, read configuration files, reproduce issues, and communicate clearly with engineers and executives.
• Strong emotional intelligence, organization, curiosity, commercial awareness, and comfort with ambiguity.
• Must be based in the United States and able to overlap with core collaboration hours.

Nice to have

• Prior customer success or technical account management experience.
• Experience owning renewals, identifying expansion opportunities, or building customer-facing processes.

Culture & Benefits

• Product-obsessed, customer-driven, high-ownership environment with room to take significant ownership.
• Direct access to the Chief Revenue Officer and influence over customer onboarding, retention, and growth processes.
• Coaching on the commercial side while remaining close to the technology.
• Competitive base compensation, performance bonus tied to retention and growth, and meaningful equity.
• Full benefits, flexible schedule, unlimited PTO, and occasional customer, event, and team-offsite travel.
• Growth paths toward senior or principal architect roles or future team leadership.