Regional Manager, Customer Experience and Success

Responsibilities

• Define and execute the Customer Experience and Success coverage model for the US region, aligned with global Sales and go-to-market objectives.
• Recruit, onboard, and develop Customer Experience and Success professionals, establishing clear standards for technical excellence and structured coaching.
• Personally manage complex enterprise accounts through the full engagement cycle — proof of concept, commercial close, and into production adoption.
• Monitor performance metrics across the full customer lifecycle — technical win rates, POC conversion, onboarding velocity, adoption depth, and retention.
• Serve as the senior technical escalation point for the regional team on complex architectural, commercial, or organizational challenges.
• Partner with Enterprise Account Executives on account strategy, ensuring Customer Experience and Success contributes as an equal function throughout the engagement.
• Act as the primary technical liaison between the US field organization and Dash0's global Product and Engineering teams.
• Own capacity planning for the function, including headcount forecasting, hiring timelines, and coverage gap analysis.

Requirements

• 5+ years of experience in Solutions Architecture, Sales Engineering, or Customer Success, including at least 2 years leading a technical customer-facing team.
• Deep expertise in observability, distributed systems, or cloud-native infrastructure, with specific proficiency in Kubernetes and OpenTelemetry.
• Proven success in complex enterprise proof-of-concept engagements, with the ability to guide customers through to sustained adoption.
• Ability to engage credibly with both engineering stakeholders and executive decision-makers, adapting communication style accordingly.
• A disciplined approach to hiring and a demonstrated commitment to developing direct reports.
• Prior experience in an early-stage or high-growth environment, with the ability to build structure and process from scratch.

Nice to Have

• Practical experience with OpenTelemetry instrumentation, collector configuration, or telemetry pipeline design.
• Background in site reliability engineering, platform engineering, or DevOps.
• Experience engaging technically or commercially with Datadog, New Relic, Dynatrace, or Honeycomb.

Compensation & Benefits

• Competitive salary & meaningful equity participation.
• Flexible, remote-first work environment.
• €60/month phone & internet allowance.
• Location-specific benefits.
• Collaborative, fast-moving team culture with a builder mindset.
• Clear path for career growth and development.
• Direct access to founders and leadership.