PostHog: Technical Buyer Success Supervisor

The10minutecareersolution; San Francisco (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

A technology company in California is seeking a Technical Buyer Success Supervisor to engage with clients and ensure their success. This role involves building strong relationships with customers, addressing their needs proactively, and sustaining the overall client health. Ideal candidates will have a customer-focused mindset and technical understanding to guide clients effectively. Competitive compensation with base salary and bonuses based on retention targets is offered.

Qualifications

• Highly helpful and customer-obsessed individual.
• Technical enough to support clients without outside help.
• Ability to build relationships with key client stakeholders.
• Strong focus on client success and retention.

Responsibilities

• Engage with 30-60 paying clients to ensure retention.
• Build relationships with key stakeholders in each company.
• Monitor product usage and revenue data to ensure client health.
• Proactively resolve issues to prevent client departures.

Skills

Customer focus

Technical acumen

Relationship building

Proactive problem-solving

Job description

PostHog: Technical Buyer Success Supervisor

We’re deliveryeach product that firms want to run their enterprise from their first day, to the day they IPO, and past. The working system for folk who construct software program.

• PostHog AI, an AI-powered analyst that solutions product questions, helps customers discover helpful session recordings, and writes customized SQL queries.

Subsequent on the roadmap are CRM, messaging, income analytics, and assist merchandise. Once we say each product that firms have to run their enterprise, we actually imply it!

• Product-led. Greater than 100,000 firms have put in PostHog, principally pushed by word-of-mouth. We’ve got intensely robust product-market match.
• Default alive. Income is rising 10% MoM on common, and we’re very environment friendly. We increase cash to push ambition and develop quicker, to not preserve the lights on.
• Properly-funded. We have raised greater than $100m from a number of the world’s primebuyers . We’re arrange for a protracted, formidable journey.

We’re targeted on constructing an superior product for finish customers, hiring distinctive teammates, delivery quick, andbeing as bizarre as potential.

Issues we care about

• Transparency: Everybody can examine our roadmap, how we pay (and even let go of) individuals, our technique, and the way we work, in ourpublic firm handbook. Internally, we share income, notes and slides from board conferences, and fundraising plans, so everybody has the context they should make good choices.
• Autonomy: We don’t inform anybody what to do. Everybody chooses what to work on next based on what is going to have the largest impact on our clients, and what they discover fascinating and motivating to work on.Engineers lead product groups andmake product choices. Groups are versatile and straightforward to vary when wanted.
• Delivery quick:Why not now? We need to construct a number of merchandise; we will not try this delivery at a traditional tempo. We have constructed the corporate round small groups – autonomous, highly-efficient teams ofcracked engineers who can outship a lot bigger firms as a result of they own their merchandise end-to-end.
• Time for constructing:Nothing will get shipped in a gathering. We’re a natively distant firm. We default to async communication – PRs > Points > Slack. Tuesdays and Thursdays aremeeting-free days, and we prioritize heads down constructing time over good coordination. This would be the best job you’ve got ever had.
• Ambition: We need to resolve huge issues. We strongly consider that aiming for the very best upside, and generally lacking, is healthier than by no means making an attempt. We’re optimistic about what’s potential and our skill to get there.
• Being bizarre: Bizarre means redesigning an already world-class web site for the fifth time. It means delivery actually each product that pertains to buyer knowledge. It means constructing anobjectively pointless developer toy with doubtful shareholder worth. Doing bizarre stuff is a aggressive benefit. And it is enjoyable.

Who we’re in search of

A customer-obsessed individual to care for a lot of our bigger clients. You’ll interact with them repeatedly to make sure their continued retention and progress.

You will must be extremely useful, technical sufficient to assist our clients, and resolve actual issues with out asking a gross sales engineer for assist.

No going away and asking an professional by default. You’ll be the professional!

You’re nice at constructing relationships with clients, understanding their priorities, and making certain they’re arrange for achievement each as we speak and in the long run.

What you will be doing

You’ll be the face of PostHog for anyplace from 30-60 paying clients within the $10k-$100k ARR vary.

A few of these clients can have come by way of our gross sales course of and be well-known to us, whereas others can have self-served and by no means talked to us earlier than!

It’ll be your accountability to make sure that each varieties of clients stick with us. This implies doing issues like:

Constructing relationships with the customers, in order that who the important thing individuals in every firm are.

This can embody each CSM overlaying 30 accounts and CSM overlaying 60 account.

Proudly owning their suggestions and ensuring it will get to the broader PostHog staff.

Being tremendous attentive to their Slack messages, assist tickets, and emails.

Usually being their favourite ever Buyer Success individual to work with!

Extra broadly, you’ll have to preserve an eye fixed product utilization and income knowledge to make sure that your clients’ well being doesn’t move into the purple, and be proactive in resolving issues if it does.

Your intention is to by no means be shocked when a buyer tells us they’re leaving. If you wish to construct automations that will help you do your job right here, go for it!

This position includes a base wage part, plus bonus for hitting/exceeding buyer retention targets. The wage in our compensation calculator is your anticipated base pay for on-target earnings.

What you will not be doing

❌ Taking somebody with you to each buyer assembly. It’ll usually be you and the shopper. Very sometimes you would possibly deliver a product engineer with you, e.g. if they’re one among our first clients paying for a brand new product.

❌ Aggressively pursuing enlargement alternatives. This position is primarily targeted on retention.

Capable of go deep on understanding PostHog’s merchandise, including more technical ones like feature flags and data warehouse. You don’t must be a developer, however the skill to get into the details will provide you with confidence and really help you deliver more value to client conversations. For instance, it’s best to be capable to advise on configuration best practices for firms with multiple products and functions, advising on the pros and cons of various SDKs and how to implement PostHog into their current stack.

Robust buyer focus.It’s worthwhile to assist our customers and take away any blockers to them utilizing PostHog successfully.

Capable of work at scale.You will have around 50 clients to manage so have to prioritize successfully.

Good to have

• Expertise working with comparable 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 Supervisor position earlier than, bringing both technical experience and business acumen.

When you’ve got a incapacity, please tell us if there’s any approach we are able to make the interview course of higher for you – we’re happy to accommodate!

The job description has been refined to remove boilerplate language and align with formatting standards. If you need additional edits, let me know.