Technical Customer Success Manager
Own retention and growth for 25-40 mid-market customers ($20k-$100k+ ARR). Provide technical troubleshooting, configuration guidance, and commercial support while building strong customer relationships.
About the job
Responsibilities
- Own 25-40 paying customers in the $20k-$100k+ ARR range, ensuring retention and growth
- Build relationships with key stakeholders at each account
- Investigate and resolve technical issues independently (debugging, configuration advice)
- Handle commercial matters including pricing questions and credit renewals
- Manage escalations and multi-thread relationships
- Monitor product usage and revenue data to maintain customer health
- Own customer feedback and route it to the broader team
- Build automations to improve efficiency when helpful
Requirements
- Technically capable: comfortable working with code, troubleshooting issues, and advising on configuration best practices across all PostHog products
- Understand how product teams work, including roles, collaboration, and shipping features
- Strong customer focus: proactively remove blockers rather than routing issues elsewhere
- Able to work at scale with ~40 customers, tailoring approach to each
Nice-to-Haves
- Experience with developer tools, product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines
- Prior Pre-sales or Technical Account Manager experience
Skills
SQL, Product Analytics, Session Replay, Feature Flags, A/B Testing, Data Warehouses, Data Pipelines, Debugging, Troubleshooting, Configuration Best Practices
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