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Metro-based CSM title attracts applicants, but niche monitoring expertise reduces broader competition.
Requires niche monitoring/observability and financial services experience, limiting transferability across industries.
Mandatory monitoring/observability platform experience and regulated financial-services exposure make shortlisting strict.
Own customer success for enterprise accounts using ITRS monitoring and observability products in complex, regulated environments.
Translate customer goals into adoption, value, and success strategies by monitoring usage, health, and adoption metrics to mitigate risk proactively.
Act as trusted advisor to technical and senior business stakeholders, driving training, workshops, and improving customer outcomes collaboratively across internal teams.
Proven experience in Customer Success or Technical Account Management with hands-on experience in monitoring and observability platforms.
Strong understanding of complex enterprise-scale hybrid environments involving both on-premises and cloud systems.
Experience in Financial Services, preferably in banking, capital markets, trading, or regulated environments.
Excellent communication skills to engage engineering through executive leadership; Work Experience Required: Not explicitly mentioned in the JD.
Technically credible in monitoring and observability tools with ability to engage across technical and senior business stakeholders in enterprise accounts.
Experienced in navigating complex, regulated, and politically nuanced environments while leading value-driven customer conversations.
Demonstrated ability to use customer health and adoption data to identify risks and lead proactive interventions beyond relationship management.