Observability Success Architect

TL;DR

Observability Success Architect: Own adoption, expansion, and retention for highest-value US customers by enabling successful observability implementations with an accent on technical onboarding, maturity assessments, and proactive churn prevention. Focus on building CS playbooks from scratch, conducting QBRs with engineering leads, and translating customer needs into product priorities.

Location: US-based, remote. Timezone alignment with US customers is non-negotiable. Some travel to meet customers.

Company

YC-backed open-source observability platform — metrics, traces, and logs in a single pane, built OpenTelemetry-native from day one, with 25k+ GitHub stars and users in 30+ countries, fully remote.

What you will do

• Own a named portfolio of high-value accounts and drive net revenue retention and adoption
• Run technical onboarding to achieve production-grade instrumentation quickly
• Conduct QBRs focused on observability maturity with economic buyers and engineering leads
• Identify expansion opportunities across new teams, product pillars, and services
• Monitor usage data to detect and intervene on churn risks proactively
• Build CS playbooks, health scoring, and expansion motions for future hires
• Act as customer's voice to product and engineering teams

Requirements

• 3-5 years in technical post-sales role (TAM, SE, Technical CSM) at infrastructure, DevTools, or observability company
• Hands-on observability expertise: explain traces vs. metrics vs. logs and debug OTel collector configs
• Experience with OpenTelemetry, Kubernetes, Prometheus, Grafana, or similar
• Builder mentality: built CS function from scratch or eager to do so
• US-based with timezone alignment to US customers

Culture & Benefits

• Fully remote company with distributed team
• Focus on customer success through genuine value, not sales pressure
• Opportunity to shape the CS function as the first dedicated hire