Technical Customer Success Manager

Summary

Join Honeycomb, a leading observability service, as a Customer Success Manager! In this remote-first role, you will manage a portfolio of accounts, driving value and outcomes with technical sponsors. You will develop and automate customer lifecycle events, create high-quality content, and represent the customer in internal meetings. This position requires 3+ years of experience in SaaS or enterprise software, strong organizational skills, and excellent communication skills. Honeycomb offers a competitive salary and benefits package, including unlimited PTO, paid parental leave, and a remote-first culture.

Requirements

• At least 3+ 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 Pacific or Mountain Time Zone
• 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 accounts (around 25) based in the Central and East Coast Region
• Drive value & outcomes with technical sponsors and champions
• Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/under utilization and user engagement
• Create or adapt high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
• Represent the customer in internal meetings with Engineering and Product Management
• Partner with the rest of our team in on the East to grow our brand and business in the region
• Keep up to date on Honeycomb technologies and product offerings

Preferred Qualifications

• Working knowledge of SQL and/or BI reporting tools and techniques (we use Mode Analytics)
• Experience with, or understanding of the SaaS Monitoring space (any other APM, Logging or Metrics vendors)

Benefits

• Base + bonus for on target earnings (OTE) of $124,500 - $157,500 based on level of experience
• A stake in our success - generous equity with employee-friendly stock program
• It’s not about how strong of a negotiator you are - our pay is based on transparent levels relative to experience
• Time to recharge - Unlimited PTO and paid sabbatical
• A remote-first mindset and culture (really!)
• Home office, co-working, and internet stipend
• 100% employee/75% for dependents coverage for all benefits
• Up to 16 weeks of paid parental leave, regardless of path to parenthood
• Annual development allowance