Customer Success with Observability

Job summary

Manage the end-to-end customer relationship, supporting onboarding, implementation, training, adoption, retention, and satisfaction while building strategic customer relationships. Coordinate customer success strategies and project workflows, analyze performance metrics, maintain documentation, and provide basic observability and Linux troubleshooting support, including assistance with application instrumentation.

Job details

Job Requirements The consultant shall provide support and capacity to the Observability Tracing Squad Product Owner. Key Responsibilities Own the end-to-end customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction. Build trusted and strategic relationships with customers to ensure the continued value of products and services. Develop and maintain customer success strategies, best practices, and customer support content in collaboration with the creative team. Communicate effectively with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings. Maintain customer success metrics and data as directed. Serve as the primary day-to-day contact for customers, building trust and rapport while identifying opportunities, highlighting best practices, and documenting findings. Review the customer journey and take a consultative approach to help clients overcome challenges and achieve their goals. Facilitate communication and workflows among project team members, including third-party service providers, to ensure timely deliverables. Collaborate with team members to develop strategies, resolve issues, and prepare for upcoming client meetings. Prepare documentation and visual presentations of performance metrics, analyze trends, and identify areas for improvement. Work with the fleet leadership team to increase customer referrals and develop case studies. Apply a basic understanding of observability concepts and Linux environments to support technical troubleshooting. Assist customers with application instrumentation to enable the transmission of telemetry data to observability tools. Maintain technical documentation in internal team repositories and user-facing documentation. Required Skills and Qualifications 3–5 years of experience in customer success. Strong verbal and written communication skills. Experience in strategic planning and project management. Analytical and process-oriented mindset. Ability to work effectively across multiple departments in a deadline-driven environment. Active team player with a self-starter attitude and the ability to multitask and adapt to changing priorities. Basic understanding of observability concepts. Basic experience working in Linux environments. Ability to assist with technical troubleshooting and application instrumentation. Preferred Skills and Qualifications Bachelor's degree or equivalent qualification in Computer Science, Communications, or a related field. Knowledge of Jira. Prior relevant experience in customer success, technical support, or observability-related environments.

What you’ll do

Manage the end-to-end customer relationship, supporting onboarding, implementation, training, adoption, retention, and satisfaction while building strategic customer relationships. Coordinate customer success strategies and project workflows, analyze performance metrics, maintain documentation, and provide basic observability and Linux troubleshooting support, including assistance with application instrumentation.

Requirements

Requires 3–5 years of customer success experience, strong communication, strategic planning and project management skills, and the ability to work analytically across departments in a deadline-driven environment. Candidates should have a basic understanding of observability and Linux, and be able to assist with troubleshooting and application instrumentation; a bachelor's degree or equivalent is preferred, as is Jira knowledge.

Listed skills

• Technical Documentation · Preferred
• Data analysis · Preferred
• Jira · Preferred
• Communication · Preferred
• Linux · Preferred
• Project management · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success
• Customer Relationship Management
• Customer Onboarding
• Customer Retention
• Strategic Planning
• Project Management
• Communication
• Observability
• Technical Troubleshooting
• Application Instrumentation
• Linux
• Data Analysis
• Process Improvement
• Technical Documentation
• Jira
• Presentation Development

Job areas

• Customer Service & Support
• Technology
• Management & Leadership
• Consulting

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