Manager, Success Engineers (technical GTM)

Manager, Success Engineers (Technical GTM)

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.

Hybrid - working out of our Boston Seaport office (We are in office 3 days/week: Tuesday-Thursday).

What You'll Do

• 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.

What You'll Bring

• Management experience: 3+ years leading customer-facing technical teams (CSE/TAM/SE/PreSales/Delivery).
• Deep domain expertise: 5+ years in observability and/or infrastructure (logs/metrics/traces, APM, RUM, profiling). Hands-on with ELK/OpenSearch, Prometheus/Grafana, OpenTelemetry, Kubernetes, containers, networking, and cloud (AWS/Azure/GCP) is an advantage.
• Hands-on skills: Able to instrument services, write dashboards/queries, analyze traces, and debug distributed systems. Scripting (e.g., Python/Bash), SQL, and CI/CD familiarity is an advantage.
• Executive communication: Comfortable presenting technical strategy to C-level stakeholders and guiding change management.
• Customer presence & travel: Ability to travel for customers on-sites across the US (as needed).
• Collaboration & Ownership: Strong judgment, bias to action, and excellent written/verbal English.
• Startup mentality: Thrives in ambiguity and constraints; builds MVPs, iterates fast, and rolls up sleeves to unblock the team; pragmatic and resourceful with time and tooling.

Big Advantage

• Experience at an observability, security, or infra platform vendor; OpenTelemetry contributor/advocate; Terraform/Helm; data pipelines; SRE/Incident Response practices; working with global teams/time zones.
• Proven experience partnering with highly technical stakeholders (DevOps, SRE, platform and software engineers) across all levels—from individual contributors to senior leaders.

Shape how leading organizations observe, troubleshoot, and optimize mission-critical systems. You'll lead a high-impact team at the heart of our customers' success while staying close to the tech.