Why this role exists
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
1. 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.
2. Retention and save plays
• Catch risk early. Usage drops, a champion leaving, a surprise bill and alerts going quiet are all signals. On a usage-based product, a billing spike can be as much of a churn risk as a usage drop.
• 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.
3. 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), recent environments. Work with sales on the bigger ones.
• Own renewals for customers on annual plans.
4. Voice
📌 Founding Customer Success Lead (India)
🏢 Signoz
📍 India