Remote Senior Technical Customer Success Manager

Summary

Join Honeycomb as a Senior Technical Customer Success Manager and drive adoption of their service, helping customers succeed in their journey with Observability. You'll be working with strategic segment customers, driving success across large engineering organizations.

Requirements

• At least 5+ years of overall work experience in the SaaS or Enterprise software industry - preferably in the Developer Tools space
• Previous Customer Success, Technical Account Management, Sales or Customer Services experience
• Must be in Eastern or Central Time
• Strong organizational skills and ability to handle many simultaneous conversations in email and chats
• Deep process orientation and willingness to test, establish and document new processes in a startup environment
• Love of data analytics systems along with the desire and curiosity to explore and discover new information within them
• Working knowledge of the Enterprise software subscription lifecycle and associated processes
• Excellent written and verbal technical communication skills

Responsibilities

• Own the post-sales relationship for a portfolio of primarily strategic and enterprise accounts (around 15) based in the East Coast of the Americas
• Drive value & outcomes with technical sponsors and champions, and help drive adoption and evangelization across large strategic organizations
• Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/under utilization and user engagement
• Lead the development of repeatable strategic motions to be used across the rest of the Enterprise customer base
• Create or adapt high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
• Represent and champion the customer in internal meetings with Engineering and Product Management
• Partner with the rest of our team in West/APAC to grow our brand and business in the region
• Develop a strong conceptual understanding of Cloud Native best practices and the OpenTelemetry ecosystem
• Keep up to date on Honeycomb technologies and product offerings

Benefits

• Base + commission for on target earnings (OTE) of $170,000 - $200,000 based on level of experience
• A stake in our success - generous equity with employee-friendly stock program
• 401k plan to help you plan for your future
• 100% employee coverage for Health, Dental, Vision, Life and Disability insurance and 75% for dependents
• Time to Recharge - In addition to our Unlimited PTO policy, we provide ~23 days off through out the year
• Pick Your Perk - $600 a year to spend on the perks that you care about most
• Work Life Balance and Flexible Schedule options
• The tech you need AND a $500 Home Setup Stipend
• $200 Reimbursement for Cell/Wifi/CoWorking
• $1500+ Annual Professional Development Allowance
• Up to 16 weeks of paid parental leave, regardless of path to parenthood
• Maven Inclusive Family-Building benefit including unlimited virtual appointments, coaches & counselors, and $10K ‘wallet’ to support adoption, surrogacy, IVF, and egg/sperm freezing
• Modern Health well-being benefit including self guided resources and access to 12 mental health and 8 coaching sessions - at no additional cost to you