Onboarding Specialist

Summary

Join PostHog's Sales & Customer Success team as a Customer Success Manager, focusing on onboarding new paying customers and ensuring their successful use of the PostHog platform. You will perform health checks on customer implementations, make contact to ensure successful setup, present adoption pathways, identify automation opportunities, and collaborate with the wider team. This is a new role requiring a unique blend of technical expertise and customer relationship skills, allowing you to shape this crucial part of the sales team. The role involves working with highly technical customers, providing trusted advice, and helping them maximize the value of PostHog. You'll need strong customer focus, commercial awareness, and experience onboarding customers to technical products.

Requirements

• Strong customer focus - you need to help our users and remove any blockers to them using PostHog effectively
• Commercially-minded - you're not just solving problems, you're thinking about how to grow and retain revenue too
• You’ll need to be good at finding creative ways to engage with customers who may never have spoken with us before
• Experience onboarding customers to a technical product and helping them use it in a meaningful way
• You’re able to go deep on understanding the product. You don’t need to be a developer but the ability to get into the details will give you confidence and really help you bring more value to customer conversations

Responsibilities

• Perform health checks on the implementation of customers who are about to pay their first bill with PostHog, using the data we track about their usage
• Make contact with these customers to get them set up for success with PostHog, ensuring that they can see value from their subscription from the start
• Present an adoption pathway to customers, educating them on the benefits of the additional products which they may not yet be using
• Find and implement opportunities for automation in this role
• Work with the wider Sales and Customer Success team to identify and hand off potential larger customers who require more focus

Preferred Qualifications

• Experience working with similar technologies, ie. 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, technical account manager, or support-type role before, bringing both technical expertise and commercial acumen

Benefits

• Generous, transparent compensation and employee-friendly equity in PostHog
• Unlimited time off with a 25-day minimum (in 2021 the team on average took 32 days off)
• Private medical insurance, including dental and vision (US and UK only)
• Pension/401k contributions (4% matching)
• Generous parental, bereavement and child loss leave
• Training budget and free books
• $200/month budget towards co-working or café working and $300/month for team socials
• $100/month budget to provide support to open-source projects
• We'll be your first investor
• Regular team off-sites (we went to Iceland in March) with carbon offsetting for work travel with Project Wren