Director, Observability Architecture | USA | Remote

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do.

You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity.

Are you passionate about orchestrating an industry-leading customer experience? Grafana is evolving to create an elite team that will redefine post sales technical partnership in the industry: the Observability Architect. In this role, you’ll build the team who pioneers this new function.This is an exciting opportunity to lead a transformation of our Global Customer Experience organization. 

The Opportunity: Observability Architects will plot the path to observability maturity and walk it with the customer. They will work hand in glove with our Engagement Managers, who manage service engagements and serve as a customer lifecycle Centre of Excellence. As director of Observability Architecture at Grafana Labs, you will be at the vanguard of evolving our practice to meet the unique demands of our customers. 

You and your teams will own the long term adoption, expansion and overall experience of Grafana's customers. The OA team will create impactful experiences and execute them in moments that matter to our customers–executive business reviews, business value reviews, workshops and training. In short, you will lead teams that drive Grafana Labs’s worldwide growth by educating existing customers on technical best practices to ensure their happiness, success and realizing genuine value.  The OA will be our customers’ primary technical resource as well as their voice to the Product Management and Engineering teams. 

You’ll build a team that will drive results for our customers and be the envy of the Observability space.

What You’ll Be Doing:

• Build, lead, coach a team of great managers and Observability Architects from diverse backgrounds and experiences, attracting top talent and ensuring their long-term success. 
• Guide the Observability Architecture team to be a trusted, technically deep partner for customers as they adopt and scale our platform.
• Drive operational excellence to increase consumption, retention, and expansion, while proactively identifying and mitigating risk.
• Develop and innovate strategic programs that help drive customer success and business growth.
• Work alongside the Engagement Management team to define, build, enhance and execute impactful customer lifecycle frameworks.
• Direct the bulk of your day-to-day work based on guidance and goals from leadership, owning the planning, actions and outcomes of your teams.
• Partner with the Global Sales leadership on customer programs, marketing initiatives and community/company events to drive adoption and expansion within our customer base.
• Executive sponsorship of key accounts will be key to your success. The right candidate will be a thought leader to customers and internally within Grafana Labs. 
• Ensure that your customers’ requirements are being met with our product through partnership with Product Management and Engineering 
• Own and report on the quarter over quarter cadence of your team while they help prospects evaluate our software with demonstrations, technical deep dives, and trials. 
• Manage renewals forecasting.
• Build a team that educates and enables viewers, editors, and architects on how to leverage the Grafana stack.
• Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers.
• Work with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material

What Makes You a Great Fit:

• 3+ years leading a post-sales technical organization, with 5+ years of experience in the high-tech industry in roles such as TAM Manager, SE Manager, Professional Services Manager, SRE Manager, or Sales Engineer/Architect Manager.
• Direct technical experience in observability or closely related field 
• Direct experience mentoring, developing people and managing performance over time.
• Experience in Open Source or Cloud first/Product lifecycle management is a big plus.  
• Deep operational expertise in observability, monitoring, and data/visualization products.
• Demonstrated success driving customer adoption and solving complex technical challenges.
• Hire and maintain teams that can assist customers in troubleshooting technical issues that may arise as well as assisting with RCA.
• Experience forecasting headcount needs.
• You will need first class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers.  You will need to be able to skillfully articulate our value proposition and the technical advantages of our products
• You will love running teams that solve technical challenges and thrive on bringing creative solutions to our customers

In the US, the OTE range for this role is $289,000 - $347,000.  Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.