Manager, Foundation Observability Architects

Details

Grafana Labs is a remote-first, open-source company with a global user base for Grafana and the Grafana observability stack. The Foundation Observability Architects team focuses on scaled customer segments, driving activation, consumption, and retention at scale through programmatic, data-driven approaches. As the founding manager of the Observability Architect (OA) team for the Foundation segment, you will build and lead a technically elite, customer-facing team that blends proactive outreach, one-to-many enablement programs, lightweight reactive assistance, and automated workflows to help a broad customer base derive value from Grafana.

Responsibilities

• Recruit, ramp, mentor, and manage the performance of deeply technical Observability Architects from diverse backgrounds.
• Serve as a player/coach—balancing strategic leadership with hands-on support.
• Own retention and expansion for the Foundation segment.
• Design and execute one-to-many onboarding programs, enablement campaigns, usage webinars, and in-app nudges triggered by real-time consumption or sentiment data.
• Enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material.
• Define, refine, and execute lifecycle frameworks—from onboarding to expansion to renewal.
• Monitor consumption, health, and sentiment signals to proactively intervene with automation or human touch.
• Own escalations, technical troubleshooting, and customer outreach for stalled or at-risk accounts.
• Act as the voice of the customer to Product, Engineering, and GTM teams; drive executive sponsorship and periodic technical reviews with key accounts.
• Work closely with Sales, Support, CS Ops, Professional Services, and Product to deliver scalable and consistent customer outcomes.
• Partner with Sales leadership on customer programs, marketing initiatives and community/company events to drive adoption and expansion.

Requirements

• 5+ years in Technical Account Management, Customer Success, SE/product consulting, or Professional Services with tech/B2B SaaS; 2+ years people management.
• Demonstrated success building low-touch / use-triggered programs in SaaS at scale.
• Deep observability expertise; Grafana stack experience is a plus.
• Strong analytical fluency: Salesforce, Gainsight (or equivalent CS platforms), and data visualization tools (Looker, Tableau); experience with usage telemetry.
• Excellent written, presentation, and stakeholder alignment skills across technical and executive levels.

Bonus / Nice-to-have

• Passion for KPIs, dashboards, and building scalable low-touch motions grounded in usage trends.
• Comfortable discussing observability architecture, Kubernetes, telemetry stacks (Grafana, Loki, Prometheus, Tempo), APIs, and integrations.
• Proven ability to mentor and coach technical talent and drive scaled operational excellence.
• Operational mindset: defining triggers, running experiments, iterating on programs, and continuously improving customer outcomes.

Compensation & Equity

• In the US, the OTE range for this role is $237,000 - $278,000. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process.
• All roles include Restricted Stock Units (RSUs).

Why You’ll Thrive at Grafana Labs

• 100% remote global culture with a remote-first company model.
• Scaling organization with opportunities for meaningful work and career growth.
• Transparent communication and open decision-making.
• Innovation-driven environment with autonomy.
• Built on open-source roots and community-driven values.
• In-person onboarding and a generous annual leave policy (30 days per annum, with 3 reserved for Grafana Shutdown Days).

Equal Opportunity & Recruitment Notes

• Grafana Labs is an equal opportunity employer and will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and other characteristics.
• Grafana Labs may utilize AI tools in its recruitment process to assist in matching CV information to job postings; the recruitment team will continue manual reviews of inbound CVs.

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