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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 vital role in our mission to increase the number of successful products in the world! If you're passionate about customer engagement and have a knack for technology, this full-remote position might be just what you're looking for. You'll be the face of PostHog for around 50 of our larger customers, managing accounts worth between $20,000 and $100,000 ARR. Your main focus will be customer retention and satisfaction, ensuring our clients are fully leveraged to extract value from our suite of tools which includes web analytics, feature flags, and much more. Your day-to-day will involve building strong relationships, responding to customer inquiries, and being the go-to expert on our products. Plus, you’ll have the autonomy to affect positive changes as you gather and relay customer feedback to our broader team. At PostHog, we're on an exciting trajectory, experiencing significant growth while emphasizing product quality and customer care. If you thrive in a fast-paced environment and want to help shape user experiences, we’d love for you to join our community where transparency and innovation lead the way.

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

The key responsibilities of a Technical Customer Success Manager at PostHog include building relationships with around 50 significant customers, ensuring their retention and satisfaction by addressing their technical inquiries, managing product usage, and potential issues proactively. You will also be responsible for gathering customer feedback and working closely with the internal team to improve the overall customer experience.

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What qualifications do I need to become a Technical Customer Success Manager at PostHog?

To qualify for the role of Technical Customer Success Manager at PostHog, candidates should have a strong customer focus and the ability to work effectively at scale. While you don’t need to be a developer, a deep understanding of PostHog products is essential. Experience with developer tools or in a Pre-sales or Technical Account Manager role is a plus, providing both technical knowledge and commercial insight.

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How does the interview process work for the Technical Customer Success Manager position at PostHog?

The interview process for the Technical Customer Success Manager position at PostHog consists of five stages spread across 2-3 weeks. It begins with a 30-minute call with Coua, our Talent Partner, followed by calls with Simon, our CSM Lead, and Tim, one of our co-founders. The final stage includes a PostHog SuperDay, which is a paid workday, allowing candidates to collaborate with the team in a real environment. Detailed information can be found in our hiring process documentation.

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What values are important to PostHog's work culture, especially for the Technical Customer Success Manager?

PostHog emphasizes a culture that values transparency, autonomy, and community engagement. As a Technical Customer Success Manager, you'll be encouraged to independently prioritize tasks based on their impact on customer satisfaction. Additionally, the company promotes an open-source ethos, sharing resources and information to foster collaboration and continuous growth among team members.

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What benefits are offered for Technical Customer Success Managers at PostHog?

PostHog offers a generous benefits package for Technical Customer Success Managers, including transparent compensation, unlimited time off with a minimum of 25 days, private medical insurance, pension contributions, a training budget, and initiatives supporting open-source projects. By joining PostHog, you will not only gain financial and health security but also the opportunity to develop personally and professionally within a supportive community.

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Common Interview Questions for Technical Customer Success Manager
Can you describe your approach to managing customer relationships?

When managing customer relationships, I prioritize open communication and responsiveness. I believe understanding the customer's needs and aligning them with our product capabilities is essential. Following up regularly and being proactive about addressing concerns are key components of my strategy, ensuring clients feel valued and supported.

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What technical knowledge do you have that would help you be successful in this role?

I have a solid understanding of analytics tools and a background in working with products similar to those offered by PostHog, which helps me engage customers confidently. My ability to dive into technical details ensures I can assist customers effectively without needing to escalate issues unnecessarily.

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How would you handle a situation where a customer expresses dissatisfaction?

In handling customer dissatisfaction, I would listen actively to their concerns, ensuring they feel heard. After understanding the problem, I would work on providing a tailored solution while keeping the customer updated on the process. Communication is key to rebuilding trust and demonstrating our commitment to customer success.

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What strategies would you implement to ensure customer retention?

To ensure customer retention, I would focus on regular touchpoints to check in on our customers' satisfaction and product usage. I would analyze product engagement data to identify any potential concerns early on and address them promptly, creating a proactive service environment that demonstrates our commitment to their success.

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Can you explain a time when you went above and beyond for a client?

I once had a client facing significant challenges while integrating our tool into their system. I stayed after hours to guide them through the setup process step-by-step, ensuring they felt supported throughout the journey. As a result, not only did they have a successful launch, but they also expressed deep appreciation and continued to be a loyal customer.

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How do you prioritize tasks when managing multiple customers?

When managing multiple customers, I prioritize based on urgency and the potential impact on customer satisfaction. I utilize tools for task management to ensure I can keep track of all touchpoints and follow-ups, allowing me to allocate time effectively to high-priority issues or high-stakes customers.

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What do you see as the most important metric for customer success?

The most important metric for customer success is Customer Health Score, which combines various indicators of engagement and satisfaction. This score allows me to assess the overall relationship with customers and identify areas for improvement, ensuring we stay proactive in maintaining their satisfaction.

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How do you keep up with changes in technology that could affect your customers?

I make it a priority to stay current by following industry trends through newsletters, forums, and webinars. Additionally, I engage with peers in the tech community to share insights and stay informed about emerging technologies that could enhance our offerings and better serve our customers.

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What role do you believe feedback plays in customer success?

Feedback is essential in customer success as it directly informs our ability to improve the product. I actively seek feedback from customers and ensure it is communicated to our product team for consideration, which not only helps improve our solutions but also strengthens customer relationships by showing them we value their input.

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If hired, what would be your immediate goals in the Technical Customer Success Manager role?

Upon being hired, my immediate goals would be to familiarize myself with my assigned customers, assess their current engagement levels, and establish communication channels. By building strong relationships early on, I would ensure that I understand their needs and can begin implementing tailored strategies for retention and success.

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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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DATE POSTED
March 15, 2025

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