Technical Customer Success Manager
Offer summary
Qualifications:
Strong technical understanding of PostHog’s products, including data warehouses and feature flags., Excellent customer relationship skills and ability to support and retain clients., Ability to work independently and manage a large portfolio of customers effectively., Experience in technical roles such as pre-sales or account management is a plus..Key responsibilities:
- Build and maintain relationships with 30-60 customers to ensure their success.
- Proactively monitor customer health and address issues to prevent churn.
- Serve as the primary point of contact for customer feedback and support.
- Assist customers in understanding and configuring PostHog’s products to maximize value.
Job description
Help us to increase the number of successful products in the world!🌍 Location: We are fullremote and globally distributed! Our current team is distributed between GMT8 and GMT+2 so we currently only hire in these timezones.
🎤 Interview process: 5 stages across 23 weeks: 1) 30min call with Coua (Talent Partner), 2) 30min call with Simon(CSM Lead), 3) 30min call with Tim, cofounder,, 4) PostHog SuperDay (paid day of work). Read more about our interview process.
đź’° Compensation: Please check our compensation calculator.
🦔 Read more about how we hire and how we think about diversity & inclusion.
About PostHog
Were shipping every product that companies need to run their business from their first day, to the day they IPO, and beyond. The operating system for folks who build software.
We started with opensource product analytics, launched out of Y Combinators W20 cohort. Weve since shipped more than a dozen products, including:
A builtin 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.
Max AI, an AIpowered analyst that answers product questions, helps users find useful session recordings, and writes custom SQL queries.
Default alive. Revenue is growing 10% MoM on average, and were very efficient. We raise money to push ambition and grow faster, not to keep the lights on.
Wellfunded. Weve raised more than $100m from some of the worlds top investors. Were set up for a long, ambitious journey.
Were focused on building an awesome product for end users, hiring exceptional teammates, shipping fast, and being as weird as possible.
Things we care aboutTransparency: 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 whats 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 cant do that shipping at a normal pace. Weve built the company around small teams – autonomous, highlyefficient groups of cracked engineers who can outship much larger companies because they own their products endtoend.
Time for building: Nothing gets shipped in a meeting. Were a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meetingfree days, and we prioritize heads down building time over perfect coordination. This will be the most productive job youve ever had.
Being weird: Weird means redesigning an already worldclass 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 its fun.
What you’ll be doingYou’ll be the face of PostHog for anywhere from 3060 paying customers in the $10k$100k ARR range.
Some of these customers will have come through our sales process and be wellknown to us, while others will have selfserved and never talked to us before!
It’ll be your responsibility to ensure that both types of customers stay with us. This means doing things like:
Building relationships with the users, so that you know who the key people in each company are.
This will encompass both CSM covering 30 accounts and CSM covering 60 account.
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!
This role comprises a base salary component, plus bonus for hittingexceeding customer retention targets. The salary in our compensation calculator is your expected base pay for ontarget earnings.
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.
Requirements
Able to go deep on understanding PostHog’s products, including more technical ones like feature flags and data warehouse. 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. For example, you should be able to advise on configuration best practices for companies with multiple products and applications, advising on the pros and cons of different SDKs and how to implement PostHog into their existing stack.
Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively.
Able to work at scale. Youll have around 50 customers to manage so need to prioritize effectively.
Nice to haveExperience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, AB testing, data warehouses, or data pipelines.
You’ve been in a Presales or Technical Account Manager role before, bringing both technical expertise and commercial acumen.
If you have a disability, please let us know if theres any way we can make the interview process better for you were happy to accommodate!
#LIDNI
🌍 Location: We are fullremote and globally distributed! Our current team is distributed between GMT8 and GMT+2 so we currently only hire in these timezones.
🎤 Interview process: 5 stages across 23 weeks: 1) 30min call with Coua (Talent Partner), 2) 30min call with Simon(CSM Lead), 3) 30min call with Tim, cofounder,, 4) PostHog SuperDay (paid day of work). Read more about our interview process.
đź’° Compensation: Please check our compensation calculator.
🦔 Read more about how we hire and how we think about diversity & inclusion.
A builtin 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.
Max AI, an AIpowered analyst that answers product questions, helps users find useful session recordings, and writes custom SQL queries.
Default alive. Revenue is growing 10% MoM on average, and were very efficient. We raise money to push ambition and grow faster, not to keep the lights on.
Wellfunded. Weve raised more than $100m from some of the worlds top investors. Were set up for a long, ambitious journey.
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 whats 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 cant do that shipping at a normal pace. Weve built the company around small teams – autonomous, highlyefficient groups of cracked engineers who can outship much larger companies because they own their products endtoend.
Time for building: Nothing gets shipped in a meeting. Were a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meetingfree days, and we prioritize heads down building time over perfect coordination. This will be the most productive job youve ever had.
Being weird: Weird means redesigning an already worldclass 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 its fun.
Building relationships with the users, so that you know who the key people in each company are.
This will encompass both CSM covering 30 accounts and CSM covering 60 account.
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!
❌ 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.
Able to go deep on understanding PostHog’s products, including more technical ones like feature flags and data warehouse. 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. For example, you should be able to advise on configuration best practices for companies with multiple products and applications, advising on the pros and cons of different SDKs and how to implement PostHog into their existing stack.
Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively.
Able to work at scale. Youll have around 50 customers to manage so need to prioritize effectively.
Experience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, AB testing, data warehouses, or data pipelines.
You’ve been in a Presales or Technical Account Manager role before, bringing both technical expertise and commercial acumen.
If you have a disability, please let us know if theres any way we can make the interview process better for you were happy to accommodate!
#LIDNI
Nice to have
Requirements
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!
This role comprises a base salary component, plus bonus for hittingexceeding customer retention targets. The salary in our compensation calculator is your expected base pay for ontarget earnings.
What you won’t be doing
Were focused on building an awesome product for end users, hiring exceptional teammates, shipping fast, and being as weird as possible.
Things we care about
What you’ll be doing
You’ll be the face of PostHog for anywhere from 3060 paying customers in the $10k$100k ARR range.
Some of these customers will have come through our sales process and be wellknown to us, while others will have selfserved and never talked to us before!
It’ll be your responsibility to ensure that both types of customers stay with us. This means doing things like:
About PostHog
Were shipping every product that companies need to run their business from their first day, to the day they IPO, and beyond. The operating system for folks who build software.
We started with opensource product analytics, launched out of Y Combinators W20 cohort. Weve since shipped more than a dozen products, including:
Required profile
Experience
Other Skills
- Technical Acumen
- Problem Solving
- Relationship Building
- Adaptability
- Time Management
- Communication
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