Hybrid Technical Customer Success Manager Technical Customer Success Manager

About Our Client

Our Client provides developers with a suite of tools for product analysis, testing, and deploying new features. Initially an open-source project, it has achieved significant success, with over 70,000 companies adopting the platform. The organization has raised $27 million from investors and is experiencing rapid and sustainable growth.

What values guide the company

- Commitment to **open source** – Building a large community around a free-for-life product is central to the organization's strategy.

- Dedication to becoming the most **transparent** company, sharing extensive information to facilitate effective team decisions. The [public handbook](https://posthog.com/handbook) includes the roadmap, compensation processes, strategies, and funding sources.

- **Autonomy and impact** – Team members are encouraged to choose their own priorities and focus on tasks that maximize customer impact.

- Tackling **big problems** – The organization continuously seeks to ship quickly, engage with users, and iterate on solutions.

Who is being sought after

An individual who is customer-obsessed to oversee a substantial number of larger customers. Regular engagement with these customers is essential to ensure their retention and growth.

The ideal candidate should possess enough technical expertise to assist customers directly and solve genuine problems independently, without defaulting to sales engineers for help.

Building relationships with customers, understanding their priorities, and facilitating long-term success is crucial.

What will be done in this role

In this position, the individual will represent the organization for approximately 50 paying customers in the $20-$100k ARR range. Customers may have been acquired through the sales process or may be self-served and unfamiliar with the organization.

Responsibilities

- Establishing relationships with users to identify key personnel in each company.

- Owning customer feedback and ensuring it reaches the broader team.

- Responding promptly to customer communications via Slack, support tickets, and emails.

- Striving to be the preferred Customer Success representative for clients!

Additionally, maintaining an awareness of product usage and revenue data to prevent customer health from declining is crucial. The goal is to avoid surprises regarding customer departures. If desired, the individual can create automated processes to streamline their work.

What will not be part of this role

❌ Bringing someone along to every customer meeting – typically, it will be just you and the customer. Occasionally, a product engineer may join for specific cases, such as early adopters of new products.

❌ Aggressively pursuing expansion opportunities – the primary focus of this role is on customer retention.

Requirements

- A strong customer focus, aimed at assisting users and addressing any obstacles to effective usage of the product.

- Ability to manage effectively at scale, as the role involves working with around 50 customers, necessitating prioritization.

- A deep understanding of the product is needed. While not required to be a developer, familiarity with the details will enhance confidence and value in customer conversations.

Nice to have

- Experience with related technologies, such as developer tools, specifically in areas like product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines.

- Previous experience in a Pre-sales or Technical Account Manager role, highlighting both technical proficiency and commercial awareness.

_Diversity in backgrounds, identities, and experiences is considered instrumental in improving products and company culture. Applications are welcome from individuals with a range of voices and perspectives._

_If there are any accommodations needed during the interview process for individuals with disabilities, the organization is open to assistance._

Benefits

- 💰 Generous and transparent

- 🌴 Unlimited time off with a minimum of 25 days (in 2021, the average team member took 32 days off).

- 🏥 Comprehensive [medical insurance, including dental and vision (available in the US and UK only).

- 👵 👴 Pension 401k contributions with 4% matching.

- 🍼 Generous leave policies

- 📕 A training budget with access to free books

- ☕ A monthly budget of $200 for co-working or café work and $500/month for team social activities

- 🧠 Access to a mental health chat service for support.

- 🤝 A $100/month budget for contributions to open-source projects

- 💸 Support as an initial investor for personal projects

- 🛫 Opportunities for regular team off-sites

🌍 **Location:** This remote role supports a globally distributed team! Currently, the team's members are situated between GMT-8 and GMT+2, so hiring is only available for candidates in these time zones.