Associate Technical Success Manager

Hidden Jobs; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Healthcare

Dental and Vision

401(k) with match

Paid holidays

Volunteer time off

Job summary

New Relic is seeking a high-impact post-sales professional to guide enterprise customers through onboarding and the ongoing expansion of our observability platform. You will blend hands-on implementation with strategic business value, owning adoption, usage, and the technical architecture that unlocks new revenue within existing accounts.

You will design success plans, run executive-level engagements, and lead workshops while building documentation and demos.

Qualifications

• 2+ years of enterprise customer-focused experience in adoption, success, or expansion.
• Strong technical background with sales/customer orientation to build business cases.
• Familiarity with performance monitoring and observability across infra/app/web/mobile.
• Working knowledge of AWS, Azure, or GCP, Kubernetes, and SRE practices; some coding/scripting.
• Ability to design customer-facing project plans and technical roadmaps with organization.

Responsibilities

• Guide onboarding and drive usage milestones with customers.
• Create Mutual Activity Plans with milestones and address hurdles.
• Mitigate churn risk and reinforce platform value through proactive engagement.
• Deliver business-outcome-focused product demos beyond features.
• Collaborate with Expansion AEs on technical evaluations and value engagements.
• Produce architecture blueprints and technical roadmaps aligned to goals.
• Lead trainings, workshops, and enablement assets (docs, videos, articles).
• Build executive relationships and support Customer Business Reviews and ROI dashboards.

Skills

Enterprise customer experience

Technical sales

Observability domain knowledge

SRE practices

Cloud platforms (AWS/Azure/GCP)

Coding/scripting

Roadmapping / project planning

English fluency

Tools

Kubernetes

AWS

Azure

GCP

Observability tooling

Job description

Role overview

Step into a high-impact post-sales role guiding enterprise customers through the full technical journey on an observability platform, from onboarding through ongoing expansion. The position bridges hands-on technical implementation with strategic business value, owning adoption, consumption, and the technical architecture that drives new revenue within existing accounts.

Responsibilities

• Guide customers through onboarding and best practices to reach committed usage levels on schedule.
• Design and execute Mutual Activity Plans tied to clear business outcomes, setting milestones and proactively addressing implementation hurdles.
• Run proactive engagement to mitigate churn risk and continuously reinforce platform value.
• Deliver tailored, business-outcome-focused product demonstrations that go beyond feature-function walkthroughs.
• Partner with Expansion Account Executives to run technical evaluations and proof-of-value engagements that unlock new consumption.
• Perform whitespace mapping and co-create architecture blueprints and technical roadmaps aligned with long-term customer goals.
• Lead training sessions, technical workshops, and the creation of enablement assets such as documentation, videos, and articles.
• Cultivate executive-level relationships with CTOs, VPs of Engineering, and IT architects, and collaborate on Customer Business Reviews and ROI dashboards.

Requirements

• 2+ years of demonstrated experience working directly with enterprise customers on technical adoption, customer success, or account expansion.
• A strong technical background combined with a sales or customer orientation, including the ability to build business cases for expansion.
• Familiarity or strong interest in performance monitoring and observability tools spanning infrastructure, application, web or mobile, and user experience.
• Working knowledge of modern IT environments such as AWS, Azure, or GCP, Kubernetes, and SRE practices, plus foundational coding or scripting ability.
• Ability to design and execute customer-facing project plans and technical roadmaps, with strong organizational and documentation discipline.
• Fluent written and spoken English.

Nice to have

• Exposure to AI-first observability use cases and emerging tooling around AI-assisted engineering workflows.
• Background working alongside product, engineering, or data teams inside a fast-paced SaaS environment.

Benefits and work setup

• Remote-eligible role within a flexible workforce model that supports office-based, hybrid, or fully remote arrangements.
• Estimated on-target earnings of approximately $120,000–$150,000 USD, which may include a commission or incentive component.
• Benefits typically include healthcare, dental, vision, parental and mental health support, 401(k) with match, flexible time off, 11 paid holidays, and volunteer time off.
• Visa sponsorship is not available for this position.