Manager, Observability Architect | PST USA | Remote

About the Role

As the Manager of Observability Architects, you will be a founding leader, building and shaping a technically elite team dedicated to redefining customer success in the observability space. This is a unique opportunity to guide Grafana's most strategic customers through platform adoption and expansion, making a global impact and influencing product direction.

Responsibilities

• Attract, recruit, ramp, and mentor a diverse team of Observability Architects, fostering a high-performance, collaborative environment.
• Define, build, and execute impactful customer lifecycle frameworks in partnership with our Engagement Management team.
• Lead with a player/coach mentality, balancing team leadership with active participation in field responsibilities and customer engagements.
• Drive customer retention and expansion strategies within your assigned region, collaborating with US Sales leadership on programs and initiatives.
• Serve as an executive sponsor for key accounts, acting as a thought leader to customers and internally within Grafana Labs.
• Partner with Product Management and Engineering to advocate for customer requirements and influence product direction.
• Enable customers to successfully adopt Grafana technologies by understanding their strategies, developing tailored programs, and providing education on the Grafana stack.
• Oversee your team's support for prospects through demonstrations, technical deep dives, trials, and Proofs of Concept (POCs).
• Contribute hands-on to critical projects, such as building and modifying SLA dashboards within production environments.

Requirements

• Proven leadership experience in building, mentoring, and scaling technical teams, ideally in a customer-facing or solutions architecture capacity.
• Deep technical expertise in observability principles and practices, including metrics, logs, and traces, with hands-on experience using the Grafana stack (Mimir, Loki, Tempo).
• Strong background in customer success, professional services, or solutions architecture, specifically working with strategic enterprise accounts.
• Demonstrated ability to partner effectively with sales, product, and engineering organizations to drive customer outcomes and influence product strategy.
• Exceptional communication, presentation, and executive engagement skills, capable of influencing senior stakeholders.
• Strategic mindset with experience in developing and implementing customer adoption and expansion programs.