What you'll be doing:

As a Customer Success Manager - Growth at Grafana Labs, you'll play a key role in our pooled Customer Success team, focusing on ensuring that our customers derive maximum value from our platform. Unlike traditional CSM roles, you won't manage a specific book of business. Instead, you'll work within a collaborative team to support a diverse portfolio of 500+ customers, helping to scale our customer success efforts efficiently and effectively.

Respond to customer inquiries through our ticketing system (Zendesk) and team email alias, providing timely and expert guidance.
Meet with customers over video conferencing calls (Zoom) to drive consultative discussion and provide product guidance to a wide range of customer stakeholders.
Lead customer onboarding processes, coordinating closely with internal teams like Sales, Sales Engineering, and Professional Services to ensure successful adoption of Grafana Labs products.
Proactively address risk and opportunity alerts by engaging directly with customers or coordinating internally to resolve issues and maintain high levels of satisfaction and retention.
Support the renewal process by partnering with the Renewals Team on at-risk accounts, ensuring customers see continued value in our solutions.
Contribute to at-scale CS program development by identifying areas for process improvement, scalability, and efficiency, and working closely with the Program Manager to implement these enhancements.

What else you'll be doing:

Engaging in continuous learning to stay current with industry trends and the latest features of Grafana Labs products.
Participating in team discussions to refine and improve the Customer Success framework, contributing insights and feedback based on customer interactions.
Acting as a subject matter expert for customer success, providing guidance on best practices and helping to shape our program as it evolves.
Working collaboratively with cross-functional teams including Product, Support, Billing, and Finance, to ensure seamless customer experiences.

The hard skills we're looking for:

Located in Germany, Sweden, Spain or the United Kingdom
Fluent in English and a secondary language both written and spoken
1+ years of experience in a technical, SaaS environment, preferably with Open Source technologies or within the Metrics/Monitoring/Observability space.
1+ years of experience managing a portfolio of customers, with a proven track record of executing strategies to maximize adoption and retention at scale.
Solid understanding of Linux, open source technologies, and the ability to articulate the technical advantages of our products.
Familiarity with ticketing systems like Zendesk and experience in using data and insights to drive customer engagement.
European language skills in addition to English - particularly, Spanish or German - would be highly advantageous

The soft skills we're looking for:

Excellent written and verbal communication skills, with the ability to build relationships and add value quickly and effectively across a wide range of customers.
Strong personal time management skills with the ability to multitask and execute on competing priorities within a fast-paced startup environment.
A high-efficiency and scalable mindset, constantly looking for ways to improve processes and drive greater customer value at scale.
Strong observational skills to identify patterns and trends in customer interactions, and the ability to translate these into actionable insights for the team.
Experience working remotely with an international team, demonstrating effective collaboration across time zones and cultures.
A team-first mentality, with the ability to work collaboratively in a pooled model to support all customers, not just individual accounts.
Adaptability and comfort with a pooled engagement model that involves short-term customer engagements and temporary assignments, with a focus on the overall success of the team.
Self-motivated and detail-oriented, with a passion for continuous learning and personal development.

In the United Kingdom, the OTE compensation range for this role is GBP 65,000 - GBP 78,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.

*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market's defined pay range & benefits at the beginning of the process.

About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.

Equal Opportunity Employer: At Grafana Labs we're building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways.

We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we're working hard to make sure that's the foundation of our organization as we grow.

For information about how your personal data is used once you've applied to a job, check out our privacy policy.

Summary
Company name: Grafana Labs
Remote job title: Associate Customer Success Manager Growth, EMEA
Job tags: Actionable Insights, Open Source Software, Observability