Technical Customer Success Manager

Summary

Join PostHog, a remote-first company, as a Customer Success Manager and help increase the number of successful products globally. You will be responsible for managing approximately 50 paying customers, ensuring their retention and growth. The role requires strong customer focus, the ability to work at scale, and a deep understanding of the PostHog product. While technical expertise is not mandatory, the ability to delve into product details is highly beneficial. This position offers a base salary plus bonuses for exceeding customer retention targets, along with a comprehensive benefits package including unlimited time off, private medical insurance, pension contributions, generous parental leave, and various other perks.

Requirements

• 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 50 customers to manage so need to prioritize effectively
• 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

• Build relationships with the users so that you know who the key people in each company are
• 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 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!

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 or Technical Account Manager 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 $500/month for team socials
• Spill mental health chat
• $100/month budget to provide support to open-source projects
• We'll be your first investor
• Regular team off-sites (we went to Aruba in March) with carbon offsetting for work travel with Project Wren