Founding Customer Success Lead

Job description

## **Why this role exists** SigNoz is an open source observability platform built on OpenTelemetry: logs, metrics and traces in one tool. It's designed for an era where agents and humans run observability together. We are a YC company with 32K+ GitHub stars, and revenue grew 4x in 2025. Most of our revenue is usage-based. That makes customer success especially important: retaining accounts and helping our larger accounts expand drive a big share of our growth. This is our first dedicated customer success role. We're looking for a builder who can design the systems from scratch and set them up to scale as the team grows. You'll work directly with the founders. ## **What you will own** ### **1. Account coverage and health** - Tier our paying accounts and decide what each tier gets: a named owner, a shared Slack channel, regular business reviews, or pooled coverage. - Build health scores from data we already have in our warehouse: ingestion volume, product usage, billing, support tickets and engagement. - Set up a review cadence for the top tier, and make sure each top account has several contacts on their side, not one champion. ### **2. Retention and save plays** - Catch risk early. Usage drops, a champion leaving, a surprise bill and alerts going quiet are all signals. On a usage-based product, a billing spike can be as much of a churn risk as a usage drop. - Turn each signal into a play: who reaches out, what we offer (often help reducing their cost), and when it escalates. - Run a post-mortem on every meaningful churn or downgrade, and feed the lessons back into product, pricing and onboarding. - Run win-back campaigns for accounts we lost. ### **3. Annual commitments and expansion** - Move monthly usage-based customers onto annual commitments, and own those conversations, including the commercial terms. - Spot expansion opportunities: new teams, new signals (logs, traces, metrics), new environments. Work with sales on the bigger ones. - Own renewals for customers on annual plans. ### **4. Voice of the customer** - Bring what customers need back to product and engineering, ranked by revenue impact. - Work with our technical support team on escalations so the most important accounts never wait. ### **Across all of it** - Agree retention targets with the founders, then own the gross and net revenue retention numbers. - Run a weekly account review: at-risk accounts, saves, annual conversions in progress, expansion. ## **How the role grows** This role starts hands-on. You will personally own our top accounts and build the playbooks by running them yourself. We are not looking for someone who needs a team before anything happens. Build the systems so they keep working as the number of accounts grows: clear tiers, health scores the team trusts, and playbooks a new CSM can pick up and run. Once they're working, you build and lead the customer success team. ## **What success looks like** - **30 days:** You know the product and the data, and have met our top accounts. Account tiers and a first version of the health score are drafted. - **90 days:** The health score is live and the team trusts it. Business reviews are running for the top tier. Save plays exist for usage drops and billing spikes, and every meaningful churn gets a post-mortem. The first monthly-to-annual conversions have closed. - **12 months:** Gross and net revenue retention are measurably up, and a much larger share of revenue is on annual commitments. The systems you built are ready for the team to scale on. ## **Who we think fits** - 6-10 years in B2B SaaS customer success, with at least part of that at a technical product sold to engineers. - You've owned a revenue retention number (GRR, NRR or renewals), not just CSAT or ticket metrics. You can walk us through accounts you saved and grew, and what you did. - You've worked with usage-based or consumption pricing, and you know how to talk to a customer whose bill just jumped. - You're a builder. You've set up CS systems from scratch (health scores, business reviews, playbooks) and made them work as the book of accounts grew. You didn't just inherit them. - You're technical enough to talk to SREs and platform engineers, read a usage dashboard, and write basic SQL, or you'll learn it fast. - You're commercial. You can negotiate an annual commitment and you're comfortable talking about money. - You've managed US-based customers directly: running their reviews, handling escalations and negotiating renewals. You can overlap with US mornings (India evenings) a few times a week. - You've led or mentored other CSMs. Formal management is a plus, not a requirement. ## **Bonus points** - A background in engineering and can understand technical terms - You've set up a CS platform or built health scoring on raw data - You've moved customers from monthly to annual plans at scale ## **Why SigNoz** - **Customers who already love the product.** Our customers chose us themselves. Your job is to keep that going as they grow, not to rescue bad deals. - **Build the function from day one.** You're the first dedicated CS hire, so you design how customer success works here and set it up to scale. - **Work directly with the founders.** You'll have the founders' backing, the data to work with, and a clear path to running the function. - **A global dev-infra product**, backed by YC and leading Bay Area VCs. Fully remote.