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Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

 

Role:

Are you passionate about customer success and big data? Are you an observability/monitoring professional or site reliability engineer with customer acumen and a proven technical foundation? Then come be a member of Splunk Customer Success, providing mentorship, planning and oversight while demonstrating adoption and technical best practices. The Observability Customer Success Manager (CSE) is the key partner helping our valued customers achieve their strategic objectives and maximum value from their investment in Splunk. Additionally, the Observability CSE serves as the liaison between the customer and the Splunk ecosystem, streamlining partnership with Product Management, Engineering, Professional Services, Education, and others.

 

Responsibilities: I Want To and Can Do That!

  • Lead relationship with assigned client’s observability teams, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
  • Maintain existing customer success metrics and data as directed
  • Partner with account Customer Success Managers (CSM’s) as the Splunk Observability product-area subject matter/product-specific technical customer advisor to assist customer in the design, build, and establishment of an adoption plan and continuous adoption process
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members
  • Work with the sales, professional services, to drive customer references and develop case studies

 

Requirements: I’ve already done that or have that!

  • Minimum of 8 years’ experience in related role; 3-5 years of experience using and/or deploying IT Infrastructure / APM Monitoring/Observability/Event Management tools
  • Used and or deployed monitoring/observability tools with more than one company and/or customers
  • Strong understanding of IT Operations/NOCs/Command Centers, Infrastructure Operations, Application Development, DevOps processes
  • Well-versed in the ITIL Incident Management Process
  • Experience monitoring full-stack cloud, hybrid, and traditional on-premise systems including server OS’, storage, middleware, network, container systems, mobile and application software.
  • Experience monitoring metrics, logs, and traces 
  • Analytical and process-oriented mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Embraces Team Collaboration with customer success, pre-sales, renewals, partners, and services.
  • Ability to understand customer outcomes that will drive measurable value that creates documented success. Help drive outcomes customers are looking for.
  • Drives adoption and lifetime value by aligning solutions to high priority customer initiatives, adoption, value realization, and ultimately high customer satisfaction 

 

Preferred Qualifications

  • Strong communications, customer success/ account management experience
  • Knowledge of Gainsight and/or similar Customer Success Management tools
  • Experience with Digital Experience Monitoring (synthetics monitoring, real user monitoring)

 

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location.  The base pay for this position is dependent on work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for bonus or commission and benefits, and may be eligible for equity.  

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range:  $120,000 - 165,000  per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), New York (excludes NYC Metro Area), and all other states. 

Base Pay Range:  $114,000 - 156,750  per year



Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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