Customer Success with Observability

Job Requirements

The consultant shall provide support and capacity to the Observability Tracing Squad Product Owner.

Key Responsibilities

• Own the end-to-end customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Build trusted and strategic relationships with customers to ensure the continued value of products and services.
• Develop and maintain customer success strategies, best practices, and customer support content in collaboration with the creative team.
• Communicate effectively with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings.
• Maintain customer success metrics and data as directed.
• Serve as the primary day-to-day contact for customers, building trust and rapport while identifying opportunities, highlighting best practices, and documenting findings.
• Review the customer journey and take a consultative approach to help clients overcome challenges and achieve their goals.
• Facilitate communication and workflows among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate with team members to develop strategies, resolve issues, and prepare for upcoming client meetings.
• Prepare documentation and visual presentations of performance metrics, analyze trends, and identify areas for improvement.
• Work with the fleet leadership team to increase customer referrals and develop case studies.
• Apply a basic understanding of observability concepts and Linux environments to support technical troubleshooting.
• Assist customers with application instrumentation to enable the transmission of telemetry data to observability tools.
• Maintain technical documentation in internal team repositories and user-facing documentation.

Required Skills and Qualifications

• 3–5 years of experience in customer success.
• Strong verbal and written communication skills.
• Experience in strategic planning and project management.
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team player with a self-starter attitude and the ability to multitask and adapt to changing priorities.
• Basic understanding of observability concepts.
• Basic experience working in Linux environments.
• Ability to assist with technical troubleshooting and application instrumentation.

Preferred Skills and Qualifications

• Bachelor's degree or equivalent qualification in Computer Science, Communications, or a related field.
• Knowledge of Jira.
• Prior relevant experience in customer success, technical support, or observability-related environments.