Director, Observability Architecture | USA | Remote

About the Role

Join Grafana Labs as a Director, Observability Architecture, and lead the charge in transforming our Global Customer Experience organization. This is a unique opportunity to build and guide a pioneering team that redefines post-sales technical partnerships and orchestrates industry-leading customer experiences.

Responsibilities

• Build, lead, and coach a high-performing team of managers and Observability Architects from diverse backgrounds.
• Guide the Observability Architecture team to be trusted, technically deep partners for customers in platform adoption and scaling.
• Drive operational excellence to increase consumption, retention, and expansion, while proactively mitigating risks.
• Develop and innovate strategic programs that foster customer success and business growth.
• Collaborate with the Engagement Management team to define and execute impactful customer lifecycle frameworks.
• Own the planning, actions, and outcomes of your teams, aligning with leadership goals.
• Partner with Global Sales leadership on customer programs, marketing initiatives, and community events.

Requirements

• Proven experience in building, leading, and coaching technical teams, ideally in a customer-facing or post-sales environment.
• Deep technical expertise in observability concepts, strategies, and tools (e.g., metrics, logs, traces, Grafana, Loki, Mimir, Tempo).
• Demonstrated ability to drive customer success, adoption, and expansion through strategic technical programs.
• Strong understanding of customer lifecycle management and experience partnering with sales organizations.
• Exceptional communication, strategic planning, and problem-solving skills.

Role Impact

This role is pivotal in driving Grafana Labs’s worldwide growth by ensuring customer happiness, success, and value realization. Your team will serve as the primary technical resource for customers, acting as their voice to Product Management and Engineering, and creating impactful experiences that solidify Grafana's position as a leader in the observability space.