Job Requirements The consultant shall provide support and capacity to the Observability Tracing Squad Product Owner.

Key Responsibilities

- Own the end-to-end customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.

- Build trusted and strategic relationships with customers to ensure the continued value of products and services.

- Develop and maintain customer success strategies, best practices, and customer support content in collaboration with the creative team.

- Communicate effectively with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings.

- Maintain customer success metrics and data as directed.

- Serve as the primary day-to-day contact for customers, building trust and rapport while identifying opportunities, highlighting best practices, and documenting findings.

- Review the customer journey and take a consultative approach to help clients overcome challenges and achieve their goals.

- Facilitate communication and workflows among project team members, including third-party service providers, to ensure timely deliverables.

- Collaborate with team members to develop strategies, resolve issues, and prepare for upcoming client meetings.

- Prepare documentation and visual presentations of performance metrics, analyze trends, and identify areas for improvement.





- Work with the fleet leadership team to increase customer referrals and develop case studies.

- Apply a basic understanding of observability concepts and Linux environments to support technical troubleshooting.

- Assist customers with application instrumentation to enable the transmission of telemetry data to observability tools.

- Maintain technical documentation in internal team repositories and user-facing documentation.

Required Skills and Qualifications

- 3–5 years of experience in customer success.

- Strong verbal and written communication skills.

- Experience in strategic planning and project management.

- Analytical and process-oriented mindset.

- Ability to work effectively across multiple departments in a deadline-driven setting.

- Active team player with a self-starter attitude and the ability to multitask and adapt to changing priorities.

- Basic understanding of observability concepts.

- Basic experience working in Linux environments.

- Ability to assist with technical troubleshooting and application instrumentation.

Preferred Skills and Qualifications

- Bachelor's degree or equivalent qualification in Computer Science, Communications, or a related field.

- Knowledge of Jira.

- Prior relevant experience in customer success, technical support, or observability-related environments.

📌 Customer Success with Observability (Toronto)
🏢 XChange Software
📍 Toronto