posthog - Technical Customer Success Manager
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Requirements
• A customer-obsessed person to take care of a large number of our larger customers. You’ll engage with them regularly to ensure their continued retention and growth. • You'll need to be incredibly helpful, technical enough to help our customers, and solve real problems without asking a sales engineer for help. • No going away and asking an expert by default. You will be the expert! • You’re great at building relationships with customers, understanding their priorities, and ensuring they are set up for success both today and in the long term. • Technically capable. You don't need to be an engineer, but you should be comfortable reading (and occasionally writing) code - SQL, JavaScript, and Python being the most common languages. The ability to get into the details (e.g., explain why there are feature flag discrepancies and recommend changes) will really help you add more value to customer conversations. You should also be able to advise on configuration best practices for all PostHog products, how to structure events and properties for their use case, and how to integrate PostHog into their existing stack. • You get how product teams work. You know the roles, how they collaborate, and how they ship features - so you can help them use PostHog to solve real problems. For example, why running experiments matters, how to use product analytics and session replay together to find drop-off points and test fixes, or when error tracking helps teams ship better. • Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively. • Able to work at scale. You'll have around 40 customers to manage, so you need to prioritize effectively. • Experience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines. • You’ve been in a Pre-sales or Technical Account Manager role before, bringing both technical expertise and commercial acumen. • If you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!
Responsibilities
• You’ll be the face of PostHog for anywhere from 30-60 paying customers in the $10k-$100k ARR range. • Some of these customers will have come through our sales process and be well-known to us, while others will have self-served and never talked to us before! • It’ll be your responsibility to ensure that both types of customers stay with us. This means doing things like: • Building relationships with the users, so that you know who the key people in each company are. • This will encompass both CSM covering 30 accounts and CSM covering 60 accounts. • Owning their feedback and making sure it gets to the wider PostHog team. • Being super responsive to their Slack messages, support tickets, and emails. • Generally being their favorite ever Customer Success person to work with! • More broadly, you’ll need to keep an eye on product usage and revenue data to ensure that your customers' health doesn’t move into the red, and be proactive in resolving things if it does. • Your aim is to never be surprised when a customer tells us they are leaving. If you want to build automations to help you do your job here, go for it! • This role comprises a base salary component, plus a bonus for hitting/exceeding customer retention targets. The salary in our compensation calculator is your expected base pay for on-target earnings. • What you won’t be doing • ❌ Taking someone with you to every customer meeting. It’ll normally be you and the customer. Very occasionally you might bring a product engineer with you, e.g. if they are one of our first customers paying for a new product. • ❌ Aggressively pursuing expansion opportunities. This role is primarily focused on retention.
Benefits
• Full remote work opportunity with a globally distributed team across GMT-8 to GMT+2 time zones. • Interview process includes multiple calls over two days as part of the hiring experience. • Access to PostHog's compensation calculator for determining specific benefits and salary details.
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