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- Tasks: Help customers succeed with innovative tech solutions and build lasting relationships.
- Company: Join a fully remote, dynamic team at PostHog, a leader in customer data products.
- Benefits: Competitive salary, performance bonuses, and flexible work environment.
- Other info: Enjoy a culture of transparency, creativity, and continuous learning.
- Why this job: Make a real impact by solving customer challenges and enhancing their experience.
- Qualifications: Experience in customer success or technical roles, with strong problem-solving skills.
The predicted salary is between 50000 - 60000 £ 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 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 role.
Technical Success Manager employer: PostHog
Contact Detail:
PostHog Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Success Manager
✨Tip Number 1
Get to know the company culture! Before your interviews, dive into PostHog's values and how they operate. This will help you connect with the team and show that you're genuinely interested in being part of their weird and wonderful world.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be troubleshooting customer issues, brush up on your technical knowledge and think through common scenarios you might face. Being able to demonstrate your thought process during the interview will impress the hiring team.
✨Tip Number 3
Show off your relationship-building skills! Be ready to share examples of how you've successfully managed customer relationships in the past. Highlight your ability to communicate effectively and be responsive, as this is key to thriving in a Customer Success role.
✨Tip Number 4
Don't forget to ask questions! During your interviews, engage with your interviewers by asking insightful questions about the role and the team. This shows your enthusiasm and helps you gauge if PostHog is the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Technical Success Manager
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in your application. We want to see how you can help our customers troubleshoot issues and provide configuration advice. Use specific examples from your past experiences to demonstrate your problem-solving abilities.
Be Personable: Since you'll be building relationships with customers, let your personality shine through! Share a bit about your approach to customer success and how you ensure users feel supported. We love seeing candidates who can connect on a human level.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the job description. Mention how your skills align with our mission of shipping awesome products and helping customers succeed. It shows us you’re genuinely interested!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at PostHog
✨Know Your Tech Inside Out
As a Technical Success Manager, you'll need to be well-versed in the technologies PostHog offers. Brush up on product analytics, session replay, and A/B testing. Be ready to discuss how these tools can solve real customer problems and improve their experience.
✨Showcase Your Problem-Solving Skills
During the interview, highlight your ability to troubleshoot and resolve issues independently. Share specific examples of how you've helped customers overcome technical challenges in the past, demonstrating your proactive approach and technical expertise.
✨Build Rapport with Interviewers
Since this role is all about building relationships, make sure to connect with your interviewers. Ask them about their experiences at PostHog and share your enthusiasm for helping customers succeed. A friendly, engaging attitude can go a long way!
✨Prepare for Real-World Scenarios
Expect to face practical scenarios during your interviews, especially in the SuperDay. Prepare by thinking through common customer issues and how you would address them using PostHog's products. This will showcase your readiness to jump into the role and make an impact from day one.