Senior Engagement Manager

The Opportunity:

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.

What You'll Be Doing:

• 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

What Makes You a Great Fit:

• 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)

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

• Excellent presentation skills with comfort speaking to customers and executives 

Compensation & Rewards:

In the United States, the OTE compensation range for this role is $158,000 - $189,000. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.