Job Description
We’re hiring a builder.
This role is for a Customer Success leader who wants to reinvent how scaled CS works using automation and AI. You’ll own a high-potential portfolio of 150–200 accounts, but more importantly, you’ll design the systems that allow one CSM to deliver impact at 10x leverage.
You won’t just run playbooks. You’ll build them.
You won’t just use tools. You’ll source, implement, and evolve them.
You won’t just manage accounts. You’ll architect a scalable growth engine.
If you think like an operator, experiment like a product manager, and care deeply about driving measurable customer outcomes at scale, this role is for you.
What You’ll Do
- Design and operationalize a scaled CS engine using automation and AI tooling to deliver value across a large portfolio
- Build and run one-to-many programs (webinars, office hours, enablement series, lifecycle campaigns), converting repeatable plays into automated workflows
- Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency
- Own gross retention and expansion across ~150–200 accounts, maintaining strong forecasting discipline and renewal rigor
- Identify and execute expansion opportunities, building relationships with both technical buyers (web performance leads, mobile leads, SREs, Frontend Leads, VPs Eng) and executive sponsors (CTOs, CPOs)
- Be a product and performance expert, serving as a subject matter expert in user-focused observability (mobile and web RUM, synthetic monitoring, and digital performance optimization)
- Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and customer advocacy
What You’ll Bring
- 5+ years in Customer Success, Consulting, or Account Management
- Proven ability to manage a large book of business and drive expansion through CS-led motion
- Proven experience designing scalable CS programs using automation and AI tools (or a strong desire and track record of adopting emerging AI workflows)
- Strong one-to-many communication skills, including experience using automation and scalable programs to deliver value
- Comfort articulating both technical and business value to senior technical and executive stakeholders
- Experience supporting developer-focused products (SDKs, integrations, APIs, observability platforms)
- Background in web performance, RUM, APM, or observability and Experience supporting web, frontend, platform, or digital experience teams
- Able to operate with imperfect structure and build scalable processes from scratch
In the United States, the OTE annual compensation range for this role is $130,000 - $160,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity and other benefits as detailed on our careers page. Though Embrace is a remote company, gathering is essential to our culture for collaboration and connection. We like to ensure that all of our team members have the ability to travel so that they can attend occasional company events (like our annual company trip!), working sessions, or conferences with other team members.
Why Join Embrace
As the only user-focused observability solution built on OpenTelemetry, Embrace delivers crucial insights across both DevOps, web and mobile teams to illuminate real customer impact – not just server impact – to deliver the best app experiences. Customers like The New York Times, Ford, Marriott, Home Depot, and Cameo love Embrace’s observability platform because it makes extremely complicated and voluminous data actionable. Our cultural values highlight how we seek to improve as individuals, team members, and a company each and every day.
