Founding Customer Success Lead

Job not on LinkedIn

🔥 9 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 18%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SigNoz

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🏢 Enterprise

Software • SaaS • Enterprise

SigNoz is an open-source observability tool designed as an alternative to Datadog and New Relic. It provides a comprehensive platform that integrates application performance monitoring (APM), logs, metrics, traces, exceptions, and alerts in a single tool. SigNoz supports various deployment options including self-hosting and cloud services, and it's built to handle extensive data ingestion, making it suitable for teams of all sizes to monitor, troubleshoot, and enhance application performance efficiently.

📋 Description

• Tier paying accounts and determine coverage for each tier • Build customer health scores using warehouse data such as ingestion volume, product usage, billing, support tickets and engagement • Establish review cadence for top-tier accounts and develop multi-contact relationships • Identify churn risks from usage drops, billing spikes, departing champions and inactive alerts • Create and execute retention save plays, including cost-reduction support and escalation procedures • Conduct post-mortems on meaningful churns and downgrades and feed lessons into product, pricing and onboarding • Run win-back campaigns for lost accounts • Move monthly usage-based customers to annual commitments and own commercial discussions • Identify expansion opportunities across teams, signals and environments, partnering with sales on larger opportunities • Own renewals for annual-plan customers • Communicate customer needs to product and engineering based on revenue impact • Partner with technical support on escalations • Set retention targets with founders and own GRR and NRR • Run weekly account reviews covering at-risk accounts, saves, annual conversions and expansion • Personally manage top accounts and build scalable customer success playbooks and systems • Build and lead the customer success team as the function grows

🎯 Requirements

• 6-10 years in B2B SaaS customer success, with at least part of that at a technical product sold to engineers • Experience owning a revenue retention number (GRR, NRR or renewals) • Experience saving and growing customer accounts • Experience with usage-based or consumption pricing • Experience setting up CS systems from scratch, including health scores, business reviews and playbooks • Technical ability to talk to SREs and platform engineers, read a usage dashboard, and write basic SQL, or learn it quickly • Commercial ability to negotiate annual commitments and discuss money • Experience managing US-based customers directly, including reviews, escalations and renewal negotiations • Ability to overlap with US mornings (India evenings) a few times a week • Experience leading or mentoring other CSMs; formal management is a plus, not a requirement • Engineering background is a bonus • Experience setting up a CS platform or building health scoring on raw data is a bonus • Experience moving customers from monthly to annual plans at scale is a bonus

🏖️ Benefits

• Fully remote • Work directly with the founders • Opportunity to build the customer success function from day one • Clear path to running the customer success function • Global dev-infra product backed by YC and leading Bay Area VCs

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