Customer Success Leader

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We are the company behind the popular open-source, high-performance time-series database and monitoring solution:
Victoria Metrics. Fortune 500 companies use our products as their core monitoring solution. Our services are used by Adidas, WIX, Grammarly, CERN and thousands others.

We are seeking a Customer Success Leader who will build, scale, and oversee our global Customer Success team. This role is both strategic and hands‑on: you will shape the CS function, work closely with Sales, Engineering, Product, and Marketing, and directly influence customer adoption, retention, and expansion.

You will be responsible for establishing the operational foundation that guides our customer engagement, ensuring that transparency, customer‑centricity, and a startup mindset remain at the heart of everything we do.

• 5+ years in Customer Success leadership roles within B2B SaaS, open-source/open-core, freemium, or developer-oriented products.
• Proven experience scaling international teams and implementing global CS processes.
• Strong track record in driving retention, expansion, and customer value realization.
• Skilled in aligning CS with Sales, Product, and Engineering in fast‑paced, high‑growth environments.
• Experience with data platforms, observability, monitoring, or related technical domains is a strong advantage.
• Comfortable working in startup‑style environments with ambiguity, rapid changes, and high ownership expectations.

• Radical transparency in communication and decision‑making.
• Customer obsessed: you advocate for value, adoption, and long‑term success.
• Startup mindset: bias toward action, experimentation, and learning fast.
• A collaborative leader who inspires trust and leads with clarity and empathy.

• Build and scale an international Customer Success organization from the ground up.
• Recruit, mentor, and manage CS Managers and Specialists across multiple time zones.
• Establish a performance‑driven culture grounded in transparency, accountability, and continuous improvement.

• Define and implement the methodologies, processes, and playbooks that guide onboarding, adoption, renewal, and expansion.
• Partner with Sales to create seamless handovers and expansion strategies, ensuring strong alignment across the customer lifecycle.
• Drive customer segmentation, health scoring, and metrics to proactively manage retention and prevent churn.

• Work closely with Product, Engineering, and Support to ensure that customer feedback informs the roadmap and enhances the product experience.
• Partner with Marketing to refine messaging around usage, value realization, and customer stories.
• Act as the internal voice of the customer, ensuring departments are aligned on customer needs and growth opportunities.

• Identify and execute expansion opportunities through adoption, upselling, and cross‑selling.
• Build a scalable framework for renewals and long‑term account growth.
• Lead reporting, forecasting, and strategy discussions with the executive team.

• Build a world‑class Customer Success organization.
• Expand global business development and customer growth.
• Strengthen relationships with customers to create long‑term partnerships.
• Improve customer journeys, refine product feedback loops, and elevate our internal processes.
• Support your personal and professional development, encourage ownership, and provide competitive compensation, bonuses, flexible hours, and remote‑first work.

• Director

• Full‑time

• Software Development