Customer Success Manager • Lead

Who you are

You have a proven track record of leading successful teams in technology-focused environments, with a strong understanding of key IT domains such as Observability, Cybersecurity, and Enterprise Search. Your technical background is complemented by hands-on experience with cloud-based software solutions, allowing you to effectively guide your team and customers through complex challenges. You are passionate about staying at the forefront of technology trends and possess a growth mindset, eager to learn and implement new technologies that can enhance customer experiences.

In your previous roles, you have demonstrated the ability to align technology solutions with business objectives, ensuring that customer needs are met while driving the consumption of your company's products. You understand the importance of onboarding customers effectively and securing their adoption of solutions, facilitating expansion through strong relationship management and technical expertise. Your leadership style fosters collaboration and innovation, empowering your team to excel in their roles.

Desirable

While previous experience with Elastic solutions is not a prerequisite, you have a keen interest in adopting and applying new technologies to solve customer challenges. Your ability to communicate complex technical concepts in a clear and engaging manner is a key asset, enabling you to build trust with customers and stakeholders alike. You thrive in environments that encourage continuous learning and improvement, and you are excited about the opportunity to make a significant impact in your role.

What you'll do

As the Manager of Customer Architecture at Elastic, you will lead a team of Customer Architects, guiding them in their efforts to drive the adoption of Elastic's solutions among customers. Your role will involve aligning Elastic's offerings with customer business objectives, ensuring that they derive maximum value from the technology. You will oversee the onboarding process for new customers, providing them with the necessary support and resources to facilitate a smooth transition to Elastic's platform.

You will work closely with your team to develop strategies that enhance customer engagement and satisfaction, leveraging your technical expertise to address any challenges that arise. Your leadership will be crucial in fostering a culture of collaboration and innovation within the team, encouraging members to share knowledge and best practices. You will also be responsible for monitoring customer success metrics, using data to inform decisions and drive improvements in service delivery.

In addition to managing your team, you will collaborate with other departments, including sales and product development, to ensure that customer feedback is incorporated into future product enhancements. Your ability to translate customer needs into actionable insights will be vital in shaping the direction of Elastic's offerings. You will also represent Elastic at industry events and conferences, showcasing the company's solutions and building relationships with potential customers.

What we offer

At Elastic, we believe in empowering our employees to make a difference. You will have the opportunity to work with a talented team of professionals who are passionate about technology and committed to delivering exceptional customer experiences. We offer a supportive work environment that encourages continuous learning and professional growth, along with competitive compensation and benefits. Join us in our mission to enable organizations to harness the power of their data and drive meaningful results.