Technical Customer Success Manager - Americas

Навыки

• A/B-тесты
• Customer Success
• Отладка и поиск ошибок
• DWH
• Feature flags
• GMV / MRR
• HR-процессы

О компании и продукте

• Product development used to mean manually writing code, running analysis, diagnosing bugs, and rolling out changes using dozens of tools.
• PostHog is the only platform that acts like a co-pilot for you (and your AI agents) to do it all – autonomously.
• We started with open-source product analytics, launched out of Y Combinator's W20 cohort https://posthog.com/handbook/story. We've since shipped more than a dozen products https://posthog.com/products, including:
• PostHog Code https://posthog.com/code, the only AI devtool that understands your product, not just your codebase.

Задачи

• 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
• That means taking care of the technical side (debugging, config advice), the commercial side (pricing questions, credit renewals), and the human side (multi-threading, managing escalations)
• Building relationships with your users. You should know who the key people are at each company, and they should know you
• Owning their feedback and making sure it gets to the wider PostHog team
• Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing to support
• Being super responsive to their Slack messages, support tickets, and emails
• Being their favorite ever Customer Success person to work with!
• More broadly, you'll watch product usage and revenue data so customer health doesn't move into the red, and act early when 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!
• You can read Tyler's blog to see what a day as a TCSM looks like! https://posthog.com/blog/customer-success-at-posthog
• The salary in our compensation calculator is the OTE (80/20)
• 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

Требования

• 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 working with code
• You troubleshoot issues customers run into (and sometimes even raise PRs yourself to fix bugs) and advise on configuration best practices across all PostHog products
• 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 – not route them elsewhere and move on
• Able to work at scale. You'll have around 40 customers. You can't treat them all the same, and you won't try to

Будет плюсом

• 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!
• This role comprises a base salary component, plus a bonus https://posthog.com/handbook/cs-and-onboarding/how-we-work#how-contractual-bonus-works---technical-csms for hitting/exceeding customer retention targets

Условия

• You’ll be the face of PostHog for anywhere from 25-40 paying customers in the $20k-$100k+ ARR range

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