Customer Success Architect

OpenObserve is a fast-growing, developer-forward observability platform built for modern, high-scale systems. This is a technical customer success role, reporting directly to the Chief Revenue Officer. The role owns the customer's technical journey from before the contract is signed through full deployment and long-term retention. Customers are platform engineers, SREs, and DevOps leaders, many of them mid-migration from Datadog, Splunk, or Elastic. The role is not a support role: the focus is proactive success and customer outcomes rather than closing tickets.

Responsibilities

Join POCs and pilots before the contract is signed and work with the account executive to agree success criteria; Take customers from a successful pilot to full-scale production, planning the cutover and keeping the project on schedule; Build a success plan for each account, track usage and health, and act on early warning signs; Review architecture, ingestion, retention, and query performance, and show customers how to make changes in the product; Build trust with engineers and leaders and run business reviews; Own or partner with sales on renewals and spot expansion opportunities; Coordinate support and engineering during escalations and keep the customer informed; Bring customer patterns to product and engineering as voice of the customer; Write POC templates, onboarding guides, migration runbooks, and training content

Requirements

4+ years in a technical role such as software engineering, SRE, DevOps, support engineering, or solutions engineering; Real observability experience with tools like Datadog, Splunk, Elastic, Grafana, or New Relic; Comfortable with Kubernetes, cloud infrastructure, OpenTelemetry, and log, metric, and trace pipelines; Able to write SQL, read a config file, and reproduce a problem before escalating; Understands the difference between support and success; High emotional intelligence; Smart and curious, with fast learning of new technology; Communicates clearly in writing and in person with engineers and executives; Has commercial sense, or wants to build it; Organized, able to manage a portfolio of accounts and several evaluations and migrations at once; Thrives in early-stage environments and comfortable with ambiguity

Nice to have

Prior customer success or technical account management experience

Benefits

Bonus tied to retention and growth; Meaningful equity; Full benefits; Flexible schedule; Unlimited PTO; Direct access to the CRO; Coaching on the customer and commercial side; Paths to senior and principal architect roles or to leading the team