About Me

Hello! My name is Douglas Hanna.

I’m currently the COO at Grafana Labs, the company behind leading open source projects Grafana and Loki, and the creator of the first open and composable observability platform. As COO, I’m responsible for all of go-to-market (sales, marketing, post-sales functions, solutions engineering) as well as internal operations.

Before Grafana, I was the the VP, Operations at Zendesk, where I led our business operations and strategy teams, as well as a broader set of of initiatives focused on helping us operationalize our goals, objectives, and priorities. Before Zendesk, I founded and was the CEO of Help.com. I spent the majority of my time growing the team from just me to 16 people and launching our first product, Help.com Chat. We received a bunch of press and customer accolades, including a write up as part of Inc. Magazine’s 30 Under 30 List. I moved on from Help.com in September 2015.

Prior to Help.com, I was the CEO of A Small Orange from March 2010 to May 2014. A Small Orange was a fairly large web hosting company based in Austin that also had a number of employees all over the world. A Small Orange also owned and operated HostNine, CirtexSEO Hosting, and SEO Web Hosting, so I was responsible for those companies as well. The company was acquired by Endurance International Group in July 2010 and I stayed on as the CEO of A Small Orange and an SVP at Endurance for about two years following the acquisition. I was on the executive team at Endurance when they went public in October 2013.

Before A Small Orange, I ran customer service strategy and operations, as well as corporate communications and public relations, at HostGator, one of the world’s largest and fastest growing web hosting companies. I joined HostGator when they had about 150 people and they grew to 400 in about 18 months, most of whom were customer facing.

In April 2006, I founded Service Untitled and wrote extensively on customer service and the customer service experience for more than seven years until I concentrated my writing efforts on the Help.com Blog. I have also worked with Automattic, the very cool company behind WordPress.com, as well as the consumer health startup HealthTap. I have a degree in sociology from Duke University.

I live in San Francisco and you can find me on Twitter and LinkedIn.

Professional Bio:
Douglas Hanna is the COO of Grafana Labs, the company behind leading open source projects Grafana and Loki, and the creator of the first open and composable observability platform. Prior to Grafana Labs, he spent nearly four years at Zendesk, most recently as VP, Operations at Zendesk. Before Zendesk, he was the founder and CEO of Help.com, a customer service software company, and the CEO of A Small Orange, the homegrown hosting company. A Small Orange, which Douglas joined in 2010, was acquired by Endurance International Group (NASDAQ: EIGI) in 2012 and Douglas continued running the company as the SVP and Brand CEO, A Small Orange at Endurance for nearly two years following the acquisition. Douglas earned a bachelor’s degree in sociology from Duke University.