• Serve as the primary point of contact for assigned accounts. • Build trusted relationships with key stakeholders across operations, engineering, finance, and leadership. • Proactively engage customers through product updates, business reviews, and ongoing value discussions. • Drive adoption of core Total ETO features, especially those that improve operational efficiency. • Help customers optimize their use of Total ETO by recommending process improvements, reporting, and workflow enhancements. • Track customer communication, activity, and health in HubSpot. • Lead customer webinars that build product knowledge and strengthen community engagement. • Partner and/or align with finance on the renewals and risk mitigation for assigned accounts.

• Ensure customers have a smooth and effective onboarding experience, equipping them with the knowledge and best practices to succeed. • Build trusted relationships with customers to drive adoption, renewals, and account growth. • Serve as a strategic advisor, helping customers navigate security best practices and maximize their investment in Truffle Security’s solutions. • Identify potential challenges and partner cross functionally with internal teams (e.g. Engineering, Technical Support) to ensure quick resolution. • Gather feedback, identify trends, and influence product improvements based on real-world use cases. • Partner with Sales to identify opportunities for expansion and increased product adoption.

• Help customers clearly understand how the inspection service works and ensure their first inspections run smoothly • Lead service demos, help customers plan their first inspection cycle, and guide them from request submission to receiving their first reports • Run service demos tailored to property managers’ workflows • Walk prospects through real inspection reports • Lead kickoff calls and guide onboarding steps • Explain scheduling, tenant coordination, and turnaround timelines • Write clear follow-up notes customers can reference later • Turn recurring questions into guides and simple documentation • Share customer feedback that helps improve the process

About SigNoz SigNoz is an open-source observability platform — metrics, traces, and logs in a single pane, built OpenTelemetry-native from day one. 25k+ GitHub stars, 7,000+ Slack community members, users in 30+ countries. YC-backed, fully remote. About the Role You'll be SigNoz's first dedicated post-sales technical partner for our highest-value US customers. You'll own adoption, expansion, and retention for named accounts by making customers genuinely successful with observability — not by pushing quotes. When a platform team is stuck instrumenting their Go microservices with OTel, you're the person they call. When a customer using only logs should be leveraging traces and APM across three more teams, you show them why and how. You'll build this function from scratch — the playbooks, health scoring, QBR cadence, expansion motions. Everything. What you'll do: - Own a named portfolio and drive NRR and adoption - Run technical onboarding — get customers to production-grade instrumentation fast - Conduct QBRs with economic buyers and engineering leads focused on observability maturity, not vanity usage charts - Identify expansion: new teams, new product pillars, deeper instrumentation across services - Monitor usage data to catch churn risk early and intervene proactively - Build the CS playbook that the next hires will follow - Be the customer's voice to product and engineering — translate customer reality into product priorities What you should bring: - 3-5 years in a technical post-sales role (TAM, SE, Technical CSM) at an infrastructure, DevTools, or observability company - Hands-on with observability: can explain traces vs. metrics vs. logs to a VP of Engineering AND debug a broken OTel collector config with an SRE - Experience with some of: OpenTelemetry, Kubernetes, Prometheus, Grafana, or similar - Builder mentality — you've either built a CS function from scratch or are hungry to Location - US-based, remote. Timezone alignment with US customers is non-negotiable. Some Travel to meet customers