Logz.io
Overview
Manager, Success Engineers
at
Logz.io
— hands-on manager for the US-based Customer Success Engineering (CSE) team. Reports to the VP of Customer Success. Combines people leadership with deep technical expertise in observability and infrastructure. This role involves coaching engineers, engaging with complex customer environments, and collaborating with Sales, Product, and Support to deliver presales wins and postsale outcomes. The role aims to drive customer satisfaction, technical excellence, and strategic partnerships. This is a
hybrid role
based in our Boston Seaport office (in-office Tuesday–Thursday). What You’ll Do
Lead & develop the team : Coach, mentor, and grow a team of Customer Success Engineers to meet and exceed customer success and value realization goals. Be a technical mentor : Model best practices in troubleshooting, building dashboards, writing queries, instrumenting services, and reproducing issues. Create playbooks, establish patterns, and drive internal enablement. Drive technical success cycles : Lead discovery, value mapping, tailored demos, POC success criteria, and architecture guidance to improve POC win rates. Ensure postsale success : Oversee onboarding, integration, adoption, and expansion; build success plans; run QBRs and executive readouts; mitigate risk and drive net revenue retention (NRR). Engage strategically with customers : Build trusted relationships through roadmap discussions, architecture reviews, operational maturity workshops, and on-site sessions across the US. Collaborate cross-functionally : Partner with Sales on account strategy; with Product/R&D on feedback and escalations; with Support on incidents and RCAs; and with Marketing on webinars and technical content. Drive operational excellence : Track and improve KPIs (time-to-value, POC win rate, adoption, health score, expansions, NRR); manage capacity forecasts; and refine processes and tooling. What You’ll Bring
Leadership : 3+ years managing customer-facing technical teams (CSE, TAM, SE, Presales, or Delivery). Technical expertise : 5+ years in observability and/or infrastructure (logs, metrics, traces, APM, RUM, profiling). Hands-on with ELK/OpenSearch, Prometheus/Grafana, OpenTelemetry, Kubernetes, containers, networking, and cloud (AWS/Azure/GCP) is a plus. Hands-on skills : Ability to instrument services, write dashboards and queries, analyze traces, and debug distributed systems. Scripting (Python/Bash), SQL, and CI/CD familiarity are advantageous. Executive communication : Comfortable presenting technical strategy to C-level stakeholders and guiding change management. Customer presence & travel : Willingness to travel for customer engagements across the US. Collaboration & ownership : Strong judgment, bias for action, and excellent English communication skills. Startup mindset : Thrives in ambiguity, iterates quickly, and isn’t afraid to roll up sleeves to remove blockers. Bonus Points : Experience with an observability, security, or infrastructure platform vendor. OpenTelemetry contributor/advocate. Knowledge of Terraform, Helm, or data pipelines. Experience working with distributed, global teams and time zones. Proven success collaborating with highly technical stakeholders (DevOps, SREs, platform engineers, software engineers) from ICs to executives. Role Details
Seniority level : Mid-Senior level Employment type : Full-time Job function : Customer Service and Engineering Industries : Software Development Why Join Logz.io?
Shape how leading organizations observe, troubleshoot, and optimize mission-critical systems. You’ll lead a high-impact team at the heart of our customers’ success while staying close to the tech.
#J-18808-Ljbffr
Manager, Success Engineers
at
Logz.io
— hands-on manager for the US-based Customer Success Engineering (CSE) team. Reports to the VP of Customer Success. Combines people leadership with deep technical expertise in observability and infrastructure. This role involves coaching engineers, engaging with complex customer environments, and collaborating with Sales, Product, and Support to deliver presales wins and postsale outcomes. The role aims to drive customer satisfaction, technical excellence, and strategic partnerships. This is a
hybrid role
based in our Boston Seaport office (in-office Tuesday–Thursday). What You’ll Do
Lead & develop the team : Coach, mentor, and grow a team of Customer Success Engineers to meet and exceed customer success and value realization goals. Be a technical mentor : Model best practices in troubleshooting, building dashboards, writing queries, instrumenting services, and reproducing issues. Create playbooks, establish patterns, and drive internal enablement. Drive technical success cycles : Lead discovery, value mapping, tailored demos, POC success criteria, and architecture guidance to improve POC win rates. Ensure postsale success : Oversee onboarding, integration, adoption, and expansion; build success plans; run QBRs and executive readouts; mitigate risk and drive net revenue retention (NRR). Engage strategically with customers : Build trusted relationships through roadmap discussions, architecture reviews, operational maturity workshops, and on-site sessions across the US. Collaborate cross-functionally : Partner with Sales on account strategy; with Product/R&D on feedback and escalations; with Support on incidents and RCAs; and with Marketing on webinars and technical content. Drive operational excellence : Track and improve KPIs (time-to-value, POC win rate, adoption, health score, expansions, NRR); manage capacity forecasts; and refine processes and tooling. What You’ll Bring
Leadership : 3+ years managing customer-facing technical teams (CSE, TAM, SE, Presales, or Delivery). Technical expertise : 5+ years in observability and/or infrastructure (logs, metrics, traces, APM, RUM, profiling). Hands-on with ELK/OpenSearch, Prometheus/Grafana, OpenTelemetry, Kubernetes, containers, networking, and cloud (AWS/Azure/GCP) is a plus. Hands-on skills : Ability to instrument services, write dashboards and queries, analyze traces, and debug distributed systems. Scripting (Python/Bash), SQL, and CI/CD familiarity are advantageous. Executive communication : Comfortable presenting technical strategy to C-level stakeholders and guiding change management. Customer presence & travel : Willingness to travel for customer engagements across the US. Collaboration & ownership : Strong judgment, bias for action, and excellent English communication skills. Startup mindset : Thrives in ambiguity, iterates quickly, and isn’t afraid to roll up sleeves to remove blockers. Bonus Points : Experience with an observability, security, or infrastructure platform vendor. OpenTelemetry contributor/advocate. Knowledge of Terraform, Helm, or data pipelines. Experience working with distributed, global teams and time zones. Proven success collaborating with highly technical stakeholders (DevOps, SREs, platform engineers, software engineers) from ICs to executives. Role Details
Seniority level : Mid-Senior level Employment type : Full-time Job function : Customer Service and Engineering Industries : Software Development Why Join Logz.io?
Shape how leading organizations observe, troubleshoot, and optimize mission-critical systems. You’ll lead a high-impact team at the heart of our customers’ success while staying close to the tech.
#J-18808-Ljbffr