Technical Success Manager

New Relic, Inc.; Atlanta, Chicago, Houston (GA, IL, TX); Remote; USD 149,000 - 186,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Parental leave

Mental health benefits

401(k) plan and match

Flexible time-off

11 paid holidays

Volunteer time off

Job summary

New Relic, Inc. is seeking a Technical Success Manager (TSM) to lead the post-sales technical journey for enterprise customers. You will drive platform adoption, architecture leadership for expansion, and ensure customers realize value and unlock new consumption opportunities.

You will deliver tailored product demonstrations, run PoVs with Expansion Account Executives, and map whitespace to shape technical roadmaps aligned with customer goals.

Qualifications

• 3+ years with enterprise customers driving technical adoption or expansion.
• Strong technical background with sales/customer orientation.
• Experience with observability tools and performance monitoring is a plus.

Responsibilities

• Lead onboarding, adoption and consumption initiatives to drive committed usage.
• Deliver tailored demos showing business value and ROI of the platform.
• Partner with Expansion AEs to run PoVs and identify expansion opportunities.
• Lead technical workshops and enablement for customers.

Skills

Enterprise focus

Technical sales

Observability

Cloud platforms

Kubernetes

Education

Bachelor's degree in Engineering/CS

Tools

AWS

Azure

GCP

Kubernetes

Job description

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your opportunity

TheTechnical Success Manager (TSM) is a high-impact role responsible for the complete post-sales technical journey and expansion architecture within our enterprise customer base.

In this role, you will act as the customer's ultimate technical champion. You will drive platform adoption and consumption while leading the technical architecture for expansion motion. By bridging the gap between hands-on technical implementation and strategic business value, you will ensure our largest enterprise customers unlock the full power of the New Relic platform, driving both value realization and new consumption opportunities.

What you'll do

1. Drive Onboarding, Adoption & Consumption

• Guide Customers to Committed Consumption: Work alongside customers during the onboarding process, understanding their needs and guiding them through best practices to ensure prompt achievement of committed usage levels.
• Manage Mutual Activity Plans: Design and execute Mutual Activity Plans (MAPs) tied directly to customer business outcomes. Set clear milestones, celebrate customer achievements, and proactively address any implementation hurdles.
• Maintain Consumption Levels: Proactively engage with customers to mitigate churn risks by continuously demonstrating platform value and addressing technical concerns.

2. Champion Technical Architecture & Expansion

• Value-Driven Storytelling: Deliver tailored, high-impact product demonstrations that move beyond "feature-function" to show exactly how the platform solves specific business pains (e.g., maximizing uptime, developer productivity, or tool consolidation).
• Execute Expansion Proof of Values (PoVs): Partner hand-in-hand with Expansion Account Executives to run technical evaluations and PoVs on existing accounts, proving new consumption opportunities and securing technical "wins."
• Whitespace & Blueprint Mapping: Perform detailed account whitespace mapping to identify priority expansion areas. Co-create "Architecture Blueprints" and technical roadmaps aligned with the customer's long-term business goals.

3. Own Enablement & Technical Relationships

• User Success & Workshops: Lead personalized training sessions, technical workshops, and create high-quality resources (documentation, videos, articles) to foster a strong community of New Relic champions within engineering organizations.
• Cultivate Executive Presence: Build strong connections with technical stakeholders and partner with sales to lead technical discovery and strategy sessions with CTOs, VPs of Engineering, and IT architects.
• Value Communication & Business Reviews: Collaborate on Customer Business Reviews (CBRs) and executive dashboards to quantify and communicate the ROI of New Relic's solutions to key technical and business decision-makers.

This role requires

• Enterprise Customer Focus: 3+ years of demonstrated experience working directly with enterprise customers to drive technical adoption, customer success, or account expansion.
• Technical & Sales Orientation: Strong technical background combined with a robust sales/customer orientation, including the ability to build business justifications for expansion.
• Observability & Performance Monitoring: An interest in or previous experience with performance monitoring and observability tools (infrastructure, application, web/mobile, or user experience).
• Technical Architecture Foundations: Familiarity with modern IT environments (cloud platforms like AWS/Azure/GCP, Kubernetes, or SRE practices) and foundational knowledge of coding/scripting languages.
• Planning & Execution: Ability to design and execute customer-facing project plans, technical roadmaps, and keep highly organized documentation.
• Communication Excellence: Exceptional presentation skills with a desire to learn new technologies and translate complex topics for both developers and executive leaders.

Bonus points if you have

• Familiarity in one or more of the following development languages - Java, .Net, Ruby, C, Python, Node.js, Golang
• Exposure to and/or interest in cloud technologies: Kubernetes, containers, microservices, DevOps, CI/CD
• Background in mobile device platforms & architectures (IOS & Android)
• Bachelor's degree in Engineering/Computer Science or equivalent desirable

Please note that visa sponsorship is not available for this position.

#LI-GK1 #LI-Remote

The pay range below represents a reasonable estimate of the on target earnings (salary plus target sales incentives) for the listed position. This role is eligible for a commission plan (as defined in the sales incentive plan document). Pay within this range varies by work location and may also depend on job-related factors such as an applicant’s skills, qualifications, and experience.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time off, and other competitive benefits designed to improve the lives of our employees.

Estimated On-Target Earnings Range

$149,000 - $186,000 USD

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to [e-mail] .

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic. We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance . Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

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Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in New Relic’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.