Regional Manager, Customer Experience and Success

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Dash0

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2023

☁️ SaaS

🤝 B2B

SaaS • B2B

Dash0 est une plateforme d'observabilité native OpenTelemetry qui fournit des outils de surveillance de l'infrastructure, de gestion des logs, de surveillance des performances applicatives, de traçage distribué, de surveillance Kubernetes et de sites web, de tableaux de bord, d'alertes et d'intégrations. Il s'agit d'un produit SaaS axé sur les développeurs et les SRE, qui centralise les logs, les métriques et les traces avec une recherche et un filtrage rapides, des intégrations préconstruites, la prise en charge de PromQL et la configuration en tant que code. Dash0 met l'accent sur la neutralité vis-à-vis des fournisseurs, une tarification transparente basée sur l'utilisation, des flux de travail assistés par l'IA pour réduire les tâches répétitives, et un UX léger, dirigé par clavier, pour assurer une résolution rapide des problèmes et le contrôle des coûts.

Description

• Define and execute the Customer Experience and Success coverage model for the US region, in alignment with global Sales and go-to-market objectives. • Assess and address team capacity requirements across segments, account tiers, and customer engagement motions, prioritising resource allocation accordingly. • Monitor and analyse performance metrics across the full customer lifecycle, including technical win rates, proof-of-concept conversion, onboarding velocity, adoption depth, and retention, and adjust team deployment based on findings. • Maintain a thorough understanding of the competitive landscape — including Datadog, New Relic, Dynatrace, and Honeycomb — and ensure the team is positioned to address technical differentiation effectively. • Recruit, onboard, and develop Customer Experience and Success professionals within the region, establishing clear standards for technical excellence and providing structured coaching to those standards. • Foster a team environment in which knowledge is shared systematically, drawing on insights from both successful and unsuccessful engagements. • Provide team members with transparent development pathways and actively support progression within the organisation. • Conduct regular deal reviews and technical win/loss analyses, ensuring findings are documented and acted upon. • Personally manage complex enterprise accounts through the full engagement cycle — proof of concept, commercial close, and into production adoption — maintaining direct technical ownership rather than delegating to the broader team. • Engage directly in high-stakes opportunities where senior technical presence is required to advance or protect the customer relationship. • Maintain current technical proficiency in OpenTelemetry, Kubernetes, and observability pipeline architecture, ensuring the ability to contribute credibly in advanced technical discussions. • Serve as the senior technical escalation point for the regional team, providing guidance on complex architectural, commercial, or organisational challenges. • Own capacity planning for the Customer Experience and Success function in the region, including headcount forecasting, hiring timelines, and coverage gap analysis. • Maintain the quality and currency of the team's shared technical assets, including demonstration environments, reference architectures, proof-of-concept templates, and onboarding documentation. • Establish and maintain a consistent reporting framework for regional performance metrics across the full customer lifecycle. • Govern the allocation of team resources across accounts in a manner that reflects strategic deal priority and customer need. • Partner with Enterprise Account Executives on account strategy and commercial positioning, ensuring Customer Experience and Success contributes as an equal function throughout the customer engagement — including after contract execution. • Act as the primary technical liaison between the US field organisation and Dash0's global Product and Engineering teams. • Provide structured, evidence-based feedback to Product Management, drawing on field observations from proofs of concept, active deals, and post-onboarding customer interactions. • Collaborate with Marketing on technical content development, field events, and demand-generation programmes requiring team participation.

🎯 Exigences

• Minimum five years of experience in a Solutions Architecture, Sales Engineering, or Customer Success capacity, including at least two years in a leadership or management role overseeing a technical customer-facing team. • Demonstrated depth in observability, distributed systems, or cloud-native infrastructure, with specific proficiency in Kubernetes and OpenTelemetry. • Proven record of success in complex enterprise proof-of-concept engagements, with demonstrated ability to guide customers through to sustained adoption. • Ability to engage credibly with both engineering stakeholders and executive decision-makers, adapting communication style and level of technical detail accordingly. • Commitment to providing candid, evidence-based assessments to Sales and Product counterparts, even where those assessments are commercially inconvenient. • Disciplined approach to hiring and a demonstrated commitment to the ongoing development of direct reports. • Prior experience in an early-stage or high-growth environment, with the ability to build structure and process in the absence of established frameworks. • Practical experience with OpenTelemetry instrumentation, collector configuration, or telemetry pipeline design. • Background in site reliability engineering, platform engineering, or DevOps, providing direct understanding of the operational challenges faced by target customers. • Experience engaging technically or commercially with the established observability vendors.

🏖️ Avantages

• Competitive base salary and equity participation commensurate with a senior leadership appointment. • Direct access to founders and product leadership, with field insight meaningfully informing product direction. • An opportunity to define and build the US Customer Experience and Success function during a period that will shape its long-term structure and culture. • A product that is well-regarded by its engineering users, which materially improves the quality of technical customer conversations. • A lean, fast-moving organisation with the operational agility to act on good ideas quickly.