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SigNoz is an open-source observability platform built on OpenTelemetry that unifies logs, metrics, and traces. The company is a YC-backed startup with 32K+ GitHub stars and 4x revenue growth in 2025, operating on a usage-based model.
This is SigNoz's first dedicated customer success role. You will design and build customer success systems from scratch, working directly with the founders. The role is hands-on initially—you will personally own top accounts and create playbooks by running them yourself—then scale to lead a growing CS team.
Key responsibilities:
**Account Coverage & Health:** Tier paying accounts by value and define what each tier receives (named owner, shared Slack channel, business reviews, or pooled coverage). Build health scores using existing warehouse data (ingestion volume, product usage, billing, support tickets, engagement). Establish review cadences for top-tier accounts and ensure multiple contacts per customer.
**Retention & Save Plays:** Detect churn risk early—usage drops, champion departures, billing spikes, quiet alerts. Design plays for each signal (who reaches out, what to offer, escalation timing). Run post-mortems on meaningful churn or downgrades; feed learnings to product, pricing, and onboarding. Execute win-back campaigns.
**Annual Commitments & Expansion:** Convert monthly usage-based customers to annual commitments, owning commercial conversations. Identify expansion opportunities (new teams, new signal types, new environments); collaborate with sales on larger deals. Own renewals for annual-plan customers.
**Voice of Customer:** Bring customer needs to product and engineering, ranked by revenue impact. Partner with technical support on escalations for high-value accounts.
**Metrics & Operations:** Set retention targets with founders; own gross and net revenue retention. Run weekly account reviews covering at-risk accounts, saves, annual conversions, and expansion.
**Success Milestones:**
- 30 days: Know the product and data; meet top accounts. Draft account tiers and initial health score.
- 90 days: Health score live and trusted by team. Business reviews running for top tier. Save plays active for usage drops and billing spikes. First monthly-to-annual conversions closed.
- 12 months: Measurably improved GRR/NRR. Larger revenue share on annual commitments. Systems ready for team scaling.
**Requirements:**
- 6–10 years in B2B SaaS customer success, including experience with technical products sold to engineers.
- Proven track record owning revenue retention metrics (GRR, NRR, or renewals), not just CSAT or ticket metrics. Ability to discuss accounts you saved and grew.
- Experience with usage-based or consumption pricing; comfort discussing customer billing spikes.
- Builder mindset: have set up CS systems from scratch (health scores, business reviews, playbooks) and scaled them as the book of accounts grew.
- Technical fluency: can talk to SREs and platform engineers, read usage dashboards, write basic SQL, or learn quickly.
- Commercial acumen: can negotiate annual commitments and discuss money comfortably.
- Direct experience managing US-based customers (reviews, escalations, renewals). Ability to overlap with US mornings (India evenings) a few times per week.
- Leadership or mentoring experience with other CSMs; formal management is a plus, not required.
**Bonus:** Engineering background and technical terminology understanding; CS platform setup or health-scoring experience; track record moving customers from monthly to annual at scale.
