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- Tasks: Help customers succeed with our innovative products and solve their technical challenges.
- Company: Join a fully remote, globally distributed team at PostHog.
- Benefits: Competitive salary, performance bonuses, and flexible work environment.
- Other info: Dynamic, weird culture focused on fast shipping and collaboration.
- Why this job: Make a real impact by ensuring customer success and building lasting relationships.
- Qualifications: Experience in technical account management and strong problem-solving skills.
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
Compensation: Please check our compensation calculator.
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 prioritise 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 in London employer: PostHog
Contact Detail:
PostHog Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Technical Manager in London
✨Tip Number 1
Get to know the company inside out! Dive into PostHog's products and values. This will not only help you in interviews but also show your genuine interest in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be building relationships with customers, being super responsive and clear in your messages is key. Try role-playing scenarios with a friend to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss how you've tackled customer issues in the past. Think of specific examples where you went above and beyond to help someone out.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and keen on joining the PostHog family!
We think you need these skills to ace Customer Success Technical Manager in London
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 enthusiasm for the role and our mission.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Success Technical Manager role. Mention specific technologies or experiences that relate to our products!
Showcase Problem-Solving Skills: We love candidates who can think on their feet! Share examples of how you've tackled customer issues in the past, especially if you’ve done it without needing to escalate to support.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
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 technically savvy. Brush up on your knowledge of product analytics, session replay, and A/B testing. Be ready to discuss how these technologies can solve real customer problems and improve their experience with PostHog.
✨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 technical contexts. Highlight your ability to understand their priorities and ensure their long-term success.
✨Be Ready for Real-Time Problem Solving
Expect to demonstrate your troubleshooting skills during the interview. Think of scenarios where you had to debug issues or provide configuration advice. Show that you're proactive and can solve problems without always needing to escalate them.
✨Embrace the Weirdness
PostHog values creativity and unconventional thinking. Be prepared to discuss how you've approached challenges in unique ways or how you've contributed to innovative solutions in your previous roles. Show that you're not afraid to think outside the box!