Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
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.
United StatesCustomer SuccessRemote
About the role
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
SQLProduct AnalyticsSession ReplayFeature FlagsA/B TestingData WarehousesData PipelinesDebuggingTroubleshootingConfiguration Best Practices
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