Technical Customer Success Manager - EMEA

PostHog; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a customer-focused individual to engage with a diverse range of clients and ensure their success with the platform. This role involves building strong relationships, understanding customer needs, and providing expert support to enhance user experience. Join a forward-thinking team that values transparency, autonomy, and impactful work while enjoying generous benefits like unlimited time off and private medical insurance. If you thrive in a dynamic environment and are eager to make a difference, this opportunity is perfect for you.

Benefits

Unlimited Time Off

Private Medical Insurance

Pension Contributions

Training Budget

Monthly Co-working Budget

Mental Health Support

Team Socials Budget

Generous Parental Leave

Regular Team Off-sites

Employee-friendly Equity

Qualifications

• Strong customer focus to help users and remove blockers.
• Ability to manage around 50 customers effectively.
• Technical knowledge to understand product details.

Responsibilities

• Engage with customers to ensure retention and growth.
• Build relationships and own customer feedback.
• Monitor product usage and proactively resolve issues.

Skills

Customer Focus

Relationship Building

Technical Understanding

Problem Solving

Tools

Product Analytics

Session Replay

Feature Flags

A/B Testing

Data Warehouses

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Help us to increase the number of successful products in the world!

• Location: We are full-remote and globally distributed! Our current team is distributed between GMT-8 and GMT+2 so we currently only hire in these timezones.
• Interview process: 5 stages across 2-3 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.
• Team: Sales & Customer Success
• Manager: Simon Fisher
• Compensation: Please check our compensation calculator.
• Read more about how we hire and how we think about Diversity & Inclusion.

About PostHog

We're equipping every developer to build successful products by giving them a suite of products to analyze, test, observe, and deploy new features. We currently offer product and web analytics, session replay, feature flags, experiments, a CDP, SQL access, a data warehouse, and LLM observability... and there's plenty more to come.

PostHog was created as an open-source project during Y Combinator's W20 cohort. We had the most successful B2B software launch on HackerNews since 2012 with a product that was just 4 weeks old. Since then, more than 100,000 companies have installed the platform. We've had huge success with our paid upgrades, raised bags of money from some of the world's top investors, and have extremely strong product-led growth - 97% driven by word of mouth.

We're growing quickly, but sustainably. We're also default alive, averaging 10% monthly revenue growth and with more than $20m ARR. We're staying focused on building an awesome product for end users, hiring a handful of exceptional team members, and seeing fantastic growth as a result.

What we value

• We are open source - building a huge community around a free-for-life product is key to PostHog's strategy.
• We aim to become the most transparent company, ever. In order to enable teams to make great decisions, we share as much information as we can. In our public handbook everyone can read about our roadmap, how we pay (or even let go of) people, what our strategy is, and who we have raised money from.
• Working autonomously and maximizing impact - we don't tell anyone what to do. Everyone chooses what to work on next based on what is going to have the biggest impact on our customers.
• Solving big problems - we haven't built our defining feature yet. We are all about shipping fast, talking to users, and iterating.

Who we're looking for

A customer-obsessed person to take care of a large number of our larger customers. You'll engage with them regularly to ensure their continued retention and growth.

You'll need to be technical enough to help our customers - you need to be incredibly helpful and solve real problems without asking a sales engineer for help. No going away and asking an expert by default - you will be the expert!

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.

Time zone requirements: You must be located in EMEA

What you'll be doing

You'll be the face of PostHog for ~50 paying customers in the $20-$100k ARR range. 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!

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.
• 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 hitting/exceeding customer retention targets - the salary in our compensation calculator is your expected base pay for on-target 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

• Strong customer focus - you need to help our users and remove any blockers to them using PostHog effectively.
• Able to work at scale - you'll have around 50 customers to manage so need to prioritize effectively.
• You're able to go deep on understanding the product. 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.

Nice to have

• Experience working with similar technologies, ie. 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!

#LI-DNI

Benefits
What we offer in return:

• Generous, transparent compensation and employee-friendly equity in PostHog
• Unlimited time off with a 25 day minimum (in 2021 the team on average took 32 days off)
• Private medical insurance, including dental and vision (US and UK only)
• Pension/401k contributions (4% matching)
• Generous parental, bereavement and child loss leave
• Training budget and free books
• $200/month budget towards co-working or café working and $500/month for team socials
• Spill mental health chat
• $100/month budget to provide support to open-source projects
• We'll be your first investor
• Regular team off-sites (we went to Aruba in March) with carbon offsetting for work travel with Project Wren