2 months ago
Remote, WorldwideSenior
Base Salary
$150k - $300k/yr
Responsibilities
- Own Activation, Scaling, Optimization, and Value Realization for a portfolio of enterprise accounts through renewal.
- Maintain weekly customer-specific 30/60/90-day roadmaps and lead kickoffs, enablement sessions, product feedback calls, power-user meetings, executive syncs, and Quarterly Business Reviews.
- Publish monthly leadership updates grounded in customer usage data.
- Own customer-specific integrations, custom prompt engineering, accuracy tracking, and edge-case debugging.
- Identify failure modes, resolve adoption issues, coordinate with engineering, and drive service-launch integration into customer workflows and compliance checklists.
- Synthesize customer feedback into product roadmap input and maintain cross-account Slack community and enablement materials.
Requirements
- 5+ years of experience in a technical customer-facing role such as solutions engineering, solutions architecture, technical account management, or customer success engineering at an enterprise software or infrastructure company.
- Ability to read logs, understand distributed-systems failures, and explain why an AI agent produced an incorrect root cause without necessarily writing production code daily.
- Ability to lead both executive-level and engineer-level conversations while maintaining credibility.
- Experience driving adoption of a complex technical product with multi-stakeholder enterprise customers.
- Strong written communication for leadership updates, enablement decks, and Quarterly Business Review narratives.
- Comfort with ambiguity and an early-stage, builder-oriented environment.
- Preferred: background in observability, AIOps, ITSM, or incident management; SRE or FDE experience; practitioner or integrator experience with Slack, ServiceNow, or Splunk; familiarity with consumption-based or credit-based SaaS pricing; experience selling to infrastructure, platform, or SRE teams; prompt engineering or AI product configuration exposure; and experience turning skeptical power users into champions.
Benefits
- Full-time, in-person role in New York.
- Startup equity, health insurance, fertility benefits, a technology setup stipend, and flexible time off.
- In-office snacks, team happy hours and outings, an annual company offsite, and built-in collaboration time.
Tech Stack
Splunk
Categories
Solutions Engineering
