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Technical Customer Success Manager

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

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.

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:

PostHog Glassdoor Company Review
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CEO of PostHog
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James Hawkins
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Average salary estimate

$75000 / YEARLY (est.)
min
max
$60000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Technical Customer Success Manager, PostHog

As a Technical Customer Success Manager at PostHog, you’ll play a key role in ensuring our diverse range of customers achieve tangible success with our innovative products. We’re on a mission to empower every developer, and you’ll be the friendly face that fosters relationships with around 50 paying customers, each generating between $20,000 and $100,000 in ARR. Your day-to-day will involve understanding their unique challenges, engaging with them regularly via Slack, support tickets, and emails, and acting as a trusted advisor. Your technical expertise will be pivotal, as you'll dive deep into our product features to resolve any hurdles that might arise. You won’t just be responding to queries; you’ll proactively monitor product usage and revenue data to catch any potential issues before they escalate. At PostHog, we believe in transparency and autonomy, so you’ll drive your own initiatives, suggest automations, and own the feedback loop, ensuring that our customers feel valued and understood. Furthermore, you’ll contribute to our mission by keeping customer health in the green and helping each one thrive. It’s a chance to not only enhance customer satisfaction but also learn and grow within a fast-paced, open-source-focused environment. If you’re passionate about solving big problems and take a customer-obsessed approach, then this role might just be the perfect fit for you!

Frequently Asked Questions (FAQs) for Technical Customer Success Manager Role at PostHog
What are the responsibilities of a Technical Customer Success Manager at PostHog?

As a Technical Customer Success Manager at PostHog, you will be the main point of contact for around 50 paying customers. Your responsibilities include building strong relationships, ensuring customer retention and success, responding promptly to customer inquiries, managing feedback, and proactively monitoring usage and revenue. Your goal is to help customers utilize our product effectively and improve their overall experience.

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What qualifications are needed for the Technical Customer Success Manager position at PostHog?

To be successful as a Technical Customer Success Manager at PostHog, you should have a strong customer focus and the ability to manage multiple accounts efficiently. While you don’t need to be a developer, having the capability to understand technical details of our product is essential. Previous experience in similar roles, such as Technical Account Management or Pre-sales, is highly desirable.

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How does PostHog support its Technical Customer Success Managers in their roles?

PostHog offers a supportive environment for Technical Customer Success Managers by providing transparent compensation, unlimited time off, training budgets, and access to mental health resources. You’ll have the autonomy to decide your priorities and be encouraged to build automations that help streamline your work processes.

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What does success look like for a Technical Customer Success Manager at PostHog?

Success for a Technical Customer Success Manager at PostHog involves maintaining positive customer health, achieving retention targets, and ensuring high customer satisfaction. By building trust and understanding customer needs, you will facilitate their success with our products, contributing to the overall growth of PostHog.

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What is the work culture like for the Technical Customer Success Manager role at PostHog?

The work culture at PostHog is characterized by transparency, autonomy, and a commitment to open-source values. As a Technical Customer Success Manager, you will thrive in an environment that encourages collaboration and allows you to make impactful contributions without micromanagement. You’ll work alongside motivated individuals united by a common goal of enhancing customer experiences.

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Common Interview Questions for Technical Customer Success Manager
How do you prioritize customer needs as a Technical Customer Success Manager?

It's important to gauge customer urgency and impact on their success. By understanding their business goals, I can prioritize support based on which issues could hinder their usage of our product the most. My approach is to remain organized, being proactive in communicating with customers before they reach out.

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Can you describe a time when you helped a customer overcome a technical challenge?

In my previous role, a customer faced issues integrating our tool with their existing systems. I took the initiative to understand their setup in detail, collaborated with our engineering team to address the problems, and provided them with tailored solutions, ultimately leading to increased satisfaction and usage.

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What strategies would you use to improve customer engagement?

To enhance customer engagement, I would implement regular check-in calls, offer training sessions on new features, and create a feedback loop for continuous improvement. Engaging customers with personalized content that relates to their usage patterns would also be a priority.

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How do you handle difficult customer interactions?

Staying calm and listening actively is my priority during difficult interactions. I focus on understanding their perspective and validating their concerns. Ensuring that I offer clear communication and feasible solutions helps to turn challenging situations into positive outcomes.

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What tools do you use for customer management?

I typically use CRM tools to track customer interactions, feedback, and product usage. Additionally, collaboration tools like Slack and project management software help streamline communication and ensure effective follow-up on customer queries.

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Describe your approach to onboarding new customers.

My approach to onboarding involves personalized interactions tailored to the customer’s specific needs. I provide thorough walkthroughs of our product features, offer resources for self-learning, and ensure they feel fully supported during this transition to foster long-term success.

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What do you consider when assessing a customer's health?

Assessing a customer’s health involves analyzing their usage patterns, response rates, and any feedback received. I’d monitor key performance indicators such as renewal rates and the frequency of feature usage to anticipate potential churn and address any issues proactively.

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How would you drive retention with your assigned customers?

To drive retention, I prioritize building strong relationships and understanding each customer's unique needs and goals. Regular engagement through check-ins and feedback sessions allows me to address concerns early and demonstrate our commitment to their success.

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Can you give an example of how you've leveraged customer feedback for product improvement?

In my previous role, I collected customer feedback regarding a feature that was hard to navigate. By compiling insights and presenting them to the product team, we implemented changes that enhanced usability, resulting in increased user satisfaction and adoption.

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What excites you about the Technical Customer Success Manager role at PostHog?

I'm excited about the opportunity to work with cutting-edge product analytics tools and engage directly with customers who are innovators in their field. PostHog’s commitment to transparency and open-source aligns with my values, and I look forward to contributing to such a dynamic company culture.

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PostHog is increasing the number of successful products in the world. We do that by providing a platform for open-source product analytics. This helps software teams understand user behaviour. We took part in Y Combinator’s W20 cohort, and had...

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Full-time, remote
DATE POSTED
March 15, 2025

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