Technical Customer Success Manager

We help developers 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, A/B testing, a CDP, SQL access, and a data warehouse… 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 70,000 companies have installed the platform. We've had huge success with our paid upgrades, raised $27m from some of the world's top investors, and have shown 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 $10m 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.

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.

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.

• 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!

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