Technical Customer Success Manager - Americas

The role

You will manage 25-40 paying customers in the $20k-$100k+ ARR range. You will handle technical debugging, configuration advice, pricing questions, and relationship management to ensure customer retention.

What you will do

• Build relationships with users and key people at each company.
• Own customer feedback and ensure it reaches the wider PostHog team.
• Investigate technical issues and solve them directly.
• Respond to Slack messages, support tickets, and emails.
• Monitor product usage and revenue data to manage customer health.
• Handle technical side including debugging and configuration advice.
• Handle commercial side including pricing questions and credit renewals.
• Manage the human side including multi-threading and managing escalations.

Required qualifications

• Technically capable and comfortable working with code.
• Troubleshoot issues and advise on configuration best practices.
• Understand how product teams work, including roles and collaboration.
• Strong customer focus to remove blockers for users.
• Able to work at scale with around 40 customers.

Nice to have

• Experience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines.
• Experience in a Pre-sales or Technical Account Manager role with technical expertise and commercial acumen.

About the company

PostHog is a product-led company that provides a context layer for products, ingesting and storing analytics, errors, replays, and business data. They are a natively remote, well-funded company that values transparency, autonomy, and shipping fast.