Senior Engagement Manager | USA | Remote

Grafana Labs

1d•$158,000 - $189,000•Remote

About The Position

At Grafana Labs, Engagement Managers are the strategic force behind our most impactful customer engagements. As a key member of the Professional Services team, you’ll lead complex, outcome-driven projects that help customers unlock the full value of Grafana’s observability platform. This role is equal parts strategist, project leader, and customer advocate. You’ll guide engagements from start to finish—aligning business goals with technical execution, coordinating cross-functional teams, and building scalable processes that set the standard for customer delivery. Whether you're mapping out project milestones, driving risk mitigation, or reporting progress to executives, you’ll be at the heart of ensuring our solutions deliver real business outcomes. Working closely with Sales, Support, Product, and Customer Success, you’ll bridge strategy and execution—ensuring that every engagement not only meets its goals but strengthens the broader customer relationship. Your work will help shape the future of how Grafana delivers Professional Services at scale.

Requirements

3+ years Engagement Management/ Project Management experience in the technology space.
2+ years of experience in technology/software pre-sales or technical consulting
Ability to manage multiple projects simultaneously and thrive in a fast-paced environment
Strong problem-solving and critical-thinking abilities
High level of business acumen and ability to translate client needs into actionable solutions
Working knowledge of project management tools and methodologies (e.g. Rocketlane, Jira) and CRM systems (e.g. Salesforce, PlanHat)
Excellent presentation skills with comfort speaking to customers and executives

Nice To Haves

Certification in Project Management (PMP, Agile, etc) is a plus.

Responsibilities

Manage a diverse portfolio of customer projects, providing oversight and execution of project deliverables, resource management, completion of milestones 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 goalsFacilitate regular team meetings, providing guidance and support to ensure successful project outcomes
Analyze customer feedback and data to inform decision-making and continuous improvement efforts
Use data-driven insights to recommend enhancements to customer strategies or engagement approaches
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

Benefits

100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose.
Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
Transparent Communication – Expect open decision-making and regular company-wide updates.
Innovation-Driven – Autonomy and support to ship great work and try new things.
Open Source Roots – Built on community-driven values that shape how we work.
Empowered Teams – High trust, low ego culture that values outcomes over optics.
Career Growth Pathways – Defined opportunities to grow and develop your career.
Approachable Leadership – Transparent execs who are involved, visible, and human.
Passionate People – Join a team of smart, supportive folks who care deeply about what they do.
In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it.
Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. We will comply with local legislation where applicable.