Grafana Labs - Engagement Manager

Position Overview

Grafana Labs is a remote-first, open-source powerhouse with over 20 million users globally. We empower companies to monitor everything from beehives to climate change with our recognizable dashboards. Grafana Labs also supports over 3,000 companies in managing their observability strategies with the Grafana LGTM Stack (Grafana Cloud or Grafana Enterprise Stack), featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We are scaling rapidly while maintaining our core values: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment built on transparency, autonomy, and trust.

Grafana Labs is seeking an Engagement Manager passionate about driving successful business outcomes for our customers in the observability space. As a project leader within Grafana’s Professional Services department, you will set and execute the direction of customer engagements, influencing both customers and internal teams to deliver Grafana technologies that achieve customer business objectives. You will also build processes and tooling to ensure effective business scaling, project organization, and efficient communication of outcomes.

Responsibilities

• Project Management:
  • Manage a diverse portfolio of customer projects, providing oversight and execution of project deliverables, resource management, milestone completion, and escalation management.
  • Lead the planning, execution, and delivery of customer projects, ensuring alignment with customer expectations and business goals.
  • Coordinate cross-functional teams (e.g., operations, partners, sales) to deliver projects on time and within scope.
  • Monitor project progress, manage risks, and resolve issues and escalations in a timely manner.
  • Prepare and present regular project status reports to customers, highlighting progress, outcomes, and next steps.
  • Work with customers to define project scope and objectives that align with their strategic goals.
  • Facilitate regular team meetings, providing guidance and support to ensure successful project outcomes.
• Customer & Stakeholder Engagement:
  • Partner with Sales, Support, Customer Success, and Product teams to deliver resilient observability architecture, addressing customer and business outcomes.
  • Assist our Products team in motivating for improved technologies.
  • Embed with customers to deliver ideal outcomes.
  • Unblock customers and hold recurring customer meetings.
  • Communicate risks and track engagements.
  • Create a holistic understanding of the customer experience for Sales, Support, and the Customer Experience team.
• Process Improvement & Scaling:
  • Use data-driven insights to recommend enhancements to customer strategies or engagement approaches.
  • Analyze customer feedback and data to inform decision-making and continuous improvement efforts.
  • Review and monitor regional resource availability to maximize utilization for project staffing.
  • Work collaboratively with a global team of engagement managers to streamline operational processes and effectively scale the business.

Requirements

• Experience:
  • 3+ years of Engagement Management/Project Management experience in the technology space.
  • 2+ years of experience in technology/software pre-sales or technical consulting.
• Skills:
  • Ability to manage multiple projects simultaneously and thrive in a fast-paced environment.

About Grafana Labs

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do.

You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity.