About the Role
We’re hiring a hands-on Manager to lead our US‑based Customer Success Engineering (CSE) team. Reporting to the VP, Customer Success, the leader combines people management with deep technical ownership across the observability and infrastructure stack. You will coach engineers, dive into complex customer environments, and partner across Sales, Product, and Support to drive presale wins and postsale outcomes. As the Manager of Customer Success Engineers, you will play a pivotal role in ensuring customer satisfaction, facilitating technical growth, and expanding strategic partnerships.

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• Lead & develop the CSE team: Lead and develop a team of Customer Success Engineers to achieve customer satisfaction and value realization goals.

• Be the technical mentor: Model best‑practice troubleshooting, build dashboards, craft queries, instrument services, and reproduce issues. Establish playbooks, patterns, and internal enablement.
• Lead the technical success cycle: discovery, value mapping, tailor made demos, design POC success criteria, guide architecture, and drive POC win rate.
• Own postsale outcomes: Oversee onboarding, integration, adoption, and expansion; define success plans; run QBRs and executive readouts; mitigate risk and drive NRR.
• Customer engagement: Translate technical depth to strategic impact for senior stakeholders; lead roadmap conversations, architecture reviews, and operational maturity workshops.
• Strategic customer engagement: Regular, proactive involvement with our strategic customers such as on-site workshops, executive reviews, and more to build trusted relationships and drive measurable outcomes.
• On‑site customer presence: Visit customers across the US for POCs, workshops, training, and executive sessions.
• Cross‑functional leadership: Partner with Sales on account strategy; with Product/R&D on feedback and escalations; with Marketing on Webinars and technical content, with Support on incident handling, RCA and post‑mortems.
• Operational excellence: Track and improve KPIs (time‑to‑value, POC win rate, adoption, health score, expansions, NRR); forecast capacity; refine processes and tooling.