[Hiring] Founding Customer Success Lead @SigNoz

Role Description

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

• 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.
• Retention and save plays
  • Catch risk early. Usage drops, a champion leaving, a surprise bill and alerts going quiet are all signals.
  • 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.
• 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.
• 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.

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.

Qualifications

• 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'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'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'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.
• Build the function from day one.
• Work directly with the founders.
• A global dev-infra product, backed by YC and leading Bay Area VCs. Fully remote.