Senior Customer Success Engineer

Full-Time / Sales / Boston, MA


Let’s make machine data meaningful, together! provides the world’s most popular open-source log analysis (ELK), infrastructure monitoring (Prometheus / Grafana), and distributed tracing (Jaeger) platform, as a simple, fast, secure and scalable service on the cloud. The Sr. Customer Success Engineer is a key member of the Post Sales organization aligning our observability technologies with the needs of our customers. We are customer obsessed, work hard and have a team culture that is both entrepreneurial, professional and fun. This is a technical customer management role in which you will own the long-term relationship with our top logos.


  • Work very closely with our top customers to make sure that they gain value and value realization from our product and satisfied with the overall service that we provide
  • Be the focal point for any technical related matter, and progress and own the outcome until fulfillment according to customer's needs
  • Train and coach customers to a successful on-boarding process and ongoing usage
  • Partner with sales on accounts planning and proactively identify technical opportunities for expansion
  • Define timelines, milestones and success criteria, while ensuring that they are successfully achieved
  • Advocate internally for customer needs – be the technical voice of the customer within
  • Requirements:

  • Obsessed about providing continuous value to customers; always thinking how to serve the customer better
  • Experience as a Technical Account Manager / Project Management / Post-Sale Engineer / Delivery Engineer / Customer Success Engineer
  • Leading E2E, customer facing activities with C-Level executives in Global 5000 customers
  • Excellent customer facing skills: training, coaching, discussion management, conflict resolution and ability to creatively explain and present complex concepts in an easy to understand manner
  • Vast domain experience in any of the following areas: SaaS services, Cloud Solutions (AWS/Azure/GCP), Log Management and Log Analysis, Big Data (from a data management perspective), Business Intelligence/Web Analytics, Operational Intelligence, AI, Threat Analysis
  • Strong written and verbal communication skills in English, as well as business and technical acumen
  • Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations
  • Travel up to 20%
  • BA/BSc degree in Software Engineering, Computer Science or equivalent experience