Regional Manager, Customer Experience and Success
D
Dash0Observability
United States - remoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in Solutions Architecture, Sales Engineering, or Customer Success, including at least 2 years leading a technical customer-facing team
- Required Skills
- KubernetesCustomer SuccessDistributed Systems
Requirements
- 5+ years of experience in Solutions Architecture, Sales Engineering, or Customer Success, including at least 2 years leading a technical customer-facing team.
- Deep expertise in observability, distributed systems, or cloud-native infrastructure, with specific proficiency in Kubernetes and OpenTelemetry.
- Proven success in complex enterprise proof-of-concept engagements, with the ability to guide customers through to sustained adoption.
- Ability to engage credibly with both engineering stakeholders and executive decision-makers, adapting communication style accordingly.
- A disciplined approach to hiring and a demonstrated commitment to developing direct reports.
- Prior experience in an early-stage or high-growth environment, with the ability to build structure and process from scratch.
- Practical experience with OpenTelemetry instrumentation, collector configuration, or telemetry pipeline design.
- Background in site reliability engineering, platform engineering, or DevOps.
- Experience engaging technically or commercially with Datadog, New Relic, Dynatrace, or Honeycomb.
Responsibilities
- Define and execute the Customer Experience and Success coverage model for the US region, aligned with global Sales and go-to-market objectives.
- Recruit, onboard, and develop Customer Experience and Success professionals, establishing clear standards for technical excellence and structured coaching.
- Personally manage complex enterprise accounts through the full engagement cycle — proof of concept, commercial close, and into production adoption.
- Monitor performance metrics across the full customer lifecycle — technical win rates, POC conversion, onboarding velocity, adoption depth, and retention.
- Serve as the senior technical escalation point for the regional team on complex architectural, commercial, or organizational challenges.
- Partner with Enterprise Account Executives on account strategy, ensuring Customer Experience and Success contributes as an equal function throughout the engagement.
- Act as the primary technical liaison between the US field organization and Dash0's global Product and Engineering teams.
- Own capacity planning for the function, including headcount forecasting, hiring timelines, and coverage gap analysis.
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