Technical Customer Success Manager

Requisitos y responsabilidades

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Help us to increase the number of successful products in the world!

🌍 Location: We are full-remote and globally distributed! Our current team is distributed between GMT-8 and GMT+2 so we currently only hire in these timezones.
🎤 Interview process: 4 stages across 2-3 weeks: 1) 30min call with Talent Partner, 2) 30min call with Dana (CS Lead), 3) 30min call with Simon, (Sales & CS Lead), 4) PostHog SuperDay (paid day of work). Read more about our interview process.
🖥️ Team: Customer Success
💼 Manager: Dana Zou
💰 Compensation: Please check our compensation calculator.
🦔 Read more about how we hire and how we think about diversity & inclusion.

About PostHog

A built-in data warehouse, so users can query product and customer data together using custom SQL insights.
A customer data platform, so they can send their data wherever they need with ease.
PostHog AI, an AI-powered analyst that answers product questions, helps users find useful session recordings, and writes custom SQL queries.

Things we care about

Transparency: Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in our public company handbook. Internally, we share revenue, notes and slides from board meetings, and fundraising plans, so everyone has the context they need to make good decisions.
Autonomy: We don’t tell anyone what to do. Everyone chooses what to work on next based on what's going to have the biggest impact on our customers, and what they find interesting and motivating to work on. Engineers lead product teams and make product decisions. Teams are flexible and easy to change when needed.
Shipping fast: Why not now? We want to build a lot of products; we can't do that shipping at a normal pace. We've built the company around small teams – autonomous, highly-efficient groups of cracked engineers who can outship much larger companies because they own their products end-to-end.
Time for building: Nothing gets shipped in a meeting. We're a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meeting-free days, and we prioritize heads down building time over perfect coordination. This will be the most productive job you've ever had.
Ambition: We want to solve big problems. We strongly believe that aiming for the best possible upside, and sometimes missing, is better than never trying. We're optimistic about what's possible and our ability to get there.
Being weird: Weird means redesigning an already world-class website for the 5th time. It means shipping literally every product that relates to customer data. It means building an objectively unnecessary developer toy with dubious shareholder value. Doing weird stuff is a competitive advantage. And it's fun.

Who we’re looking for

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.

What you’ll be doing

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!

Requirements

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.

Nice to haves

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.

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