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- Tasks: Help customers succeed with our innovative products and solve technical challenges.
- Company: Join a fully remote, globally distributed team at PostHog.
- Benefits: Competitive salary, performance bonuses, and flexible work environment.
- Other info: Enjoy a dynamic, async work culture with opportunities for personal growth.
- Why this job: Make a real impact by ensuring customer success and building strong relationships.
- Qualifications: Experience in customer success or technical account management with a knack for problem-solving.
The predicted salary is between 60000 - 75000 £ per year.
Help us to increase the number of successful products in the world!
Location: We are full-remote and globally distributed!
Team: Customer Success
About PostHog: We're 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've since shipped more than a dozen products, including:
- 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.
Next on the roadmap are CRM, messaging, revenue analytics, and support products. We're focused on building an awesome product for end users, hiring exceptional teammates, shipping fast, and being as weird as possible. Internally, we share revenue, notes and slides from board meetings, and fundraising plans, so everyone has the context they need to make good decisions. Teams are flexible and easy to change when needed.
Shipping fast: we can't do that shipping at a normal pace. 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.
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.
You'll need to be incredibly helpful, technical enough to help our customers, and solve real problems without asking a sales engineer for help. 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. 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!
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'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 favourite 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. If you want to build automations to help you do your job here, go for it!
This role comprises a base salary component, plus a bonus for hitting/exceeding customer retention targets. The salary in our compensation calculator is the OTE (80/20).
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 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.
You need to help our users and remove any blockers to them using PostHog effectively not route them elsewhere and move on.
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!
Customer Success Technical Manager employer: PostHog
Contact Detail:
PostHog Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Technical Manager
✨Tip Number 1
Get to know the company inside out! Before your interviews, dive into PostHog's products and values. This will help us see your genuine interest and how you can contribute to our mission of shipping successful products.
✨Tip Number 2
Practice your technical skills! Since you'll be troubleshooting and advising on configurations, brush up on relevant technologies like product analytics and session replay. We want to see you shine in those areas during the interview process.
✨Tip Number 3
Show off your people skills! Building relationships with customers is key, so think of examples where you've successfully managed customer expectations or resolved issues. We love hearing about your experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, we’re all about making the process as smooth as possible for you.
We think you need these skills to ace Customer Success Technical Manager
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your quirks and what makes you unique.
Tailor Your Application: Make sure to customise your application for the Customer Success Technical Manager role. Highlight your relevant experience and skills that align with our mission of helping customers succeed with PostHog.
Show Your Passion: Express your enthusiasm for the role and our products! We love candidates who are genuinely excited about what we do and how they can contribute to our success.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and keep everything organised as we review applications.
How to prepare for a job interview at PostHog
✨Know Your Tech Inside Out
As a Customer Success Technical Manager, you'll need to be well-versed in the technical aspects of PostHog's products. Brush up on product analytics, session replay, and A/B testing. Be ready to discuss how these tools can solve real customer problems.
✨Showcase Your Relationship-Building Skills
This role is all about building strong relationships with customers. Prepare examples of how you've successfully managed customer relationships in the past, especially in challenging situations. Highlight your ability to be responsive and helpful.
✨Understand the Company Culture
PostHog values a unique culture that embraces being 'weird' and shipping fast. Familiarise yourself with their approach to async communication and flexible teams. Be prepared to discuss how you can contribute to this culture while ensuring customer success.
✨Prepare for Real-World Scenarios
During the interview process, you might face practical scenarios or case studies. Think about how you would troubleshoot common customer issues or improve their experience with PostHog. This will demonstrate your problem-solving skills and technical expertise.