Manager, Foundation Observability Architects

Details

Grafana Labs is a remote-first, open-source company used by millions globally to monitor and visualize systems and telemetry. The Foundation Observability Architects team focuses on scaled customers, driving activation, consumption, and retention using programmatic, data-driven approaches. This is a founding manager role responsible for building and leading a team of Observability Architects who deliver scalable, technical, customer-facing solutions and partner with Sales, Product, Engineering, and other GTM functions.

Responsibilities

• Build & lead a high-performing Observability Architect (OA) team: recruit, ramp, mentor, and manage performance of deeply technical OAs from diverse backgrounds.
• Act as a player/coach balancing strategic leadership with hands-on support and owning retention and expansion for the Foundation segment.
• Design and execute programs that scale activation and usage: one-to-many onboarding programs, enablement campaigns, usage webinars, and in-app nudges triggered by consumption or sentiment data.
• Create enablement content: documentation, blog posts, videos, knowledge base articles, and internal materials.
• 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 and technical troubleshooting for stalled or at-risk accounts.
• Serve as the voice of the customer to Product, Engineering, and GTM teams; drive executive sponsorship and periodic technical reviews with key accounts.
• Collaborate cross-functionally with Sales, Support, CS Ops, Professional Services, and Product on 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 experience.
• Demonstrated success building low-touch / use-triggered programs in SaaS at scale.
• Deep observability expertise; experience with the Grafana stack is a plus.
• Strong analytical fluency with tools like Salesforce, Gainsight (or equivalent CS platforms), and data visualization tools (Looker, Tableau); experience with usage telemetry and KPIs.
• Excellent written, presentation, and stakeholder alignment skills across technical and executive levels.

Bonus / Preferred

• Data‑obsessed and programmatic: strong comfort with KPIs, dashboards, and building scalable low-touch motions grounded in usage trends.
• Technically fluent and consultative: comfortable discussing observability architecture, Kubernetes, telemetry stacks (Grafana, Loki, Prometheus, Tempo), APIs, and integrations.
• Proven leader of technical talent: mentoring and coaching to elevate team technical craftsmanship and scaled operational excellence.
• Operational driver with bias for action: experience defining triggers, running experiments, and iterating on programs to improve customer outcomes.

Compensation & Benefits

• In the US, the OTE range for this role is $237,000 - $278,000 (country-specific ranges may vary).
• All roles include Restricted Stock Units (RSUs).
• 100% remote, global culture with in-person onboarding.
• 30 days annual leave per year (global annual leave policy; local legislation applies).
• Inclusive equal opportunity employer practices.

Additional Information

• This role focuses on Grafana Labs’ Foundation (scaled) customer segment: high-touch, programmatic, data-driven enablement at scale.
• Grafana Labs may use AI tools in its recruitment process to assist matching CVs to job postings; human review remains part of the process.
• Location: United States (Remote).