Senior Technical Customer Success Manager

📋 Description

• Act as a reliable advisor for a portfolio of strategic and enterprise clients, assisting them in deriving business value from their investment in Honeycomb.

• Manage the post-sales relationship for a designated set of accounts.

• Convert business objectives into actionable technical strategies and align customer use cases with Honeycomb’s capabilities. Cultivate and enhance relationships with senior stakeholders, technical advocates, and executive sponsors to promote adoption, retention, and advocacy.

• Spearhead and continually refine customer lifecycle initiatives—such as onboarding, business reviews, stakeholder engagement, feature adoption, and expansion. Identify repeatable success patterns and disseminate best practices across the customer base, aiding in the codification of strategic actions for the broader team.

• Serve as the customer’s voice to Product, Engineering, and GTM teams to impact roadmap and prioritization.

• Assist in creating high-quality customer-facing materials, including training sessions, blog articles, white papers, and demonstrations, aimed at making complex topics understandable to a wide audience.

• Keep abreast of industry trends in observability, cloud-native development, and OpenTelemetry, advising customers on aligning their practices accordingly.

• Collaborate with the wider team to enhance Honeycomb’s visibility and reputation throughout the region.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Technical Account Management, Solution Consulting, or Strategy roles within SaaS or Enterprise software environments.

• A proven history of influencing business decisions and fostering consensus among both technical and non-technical stakeholders.

• Experience working with Enterprise clients in intricate, cross-functional environments.

• Excellent communication and storytelling abilities, capable of articulating technical concepts in business language and vice versa.

• Well-organized, detail-oriented, and adept at managing multiple customer relationships with a strong sense of empathy and care.

• Comfortable operating in fast-paced, startup-like settings while contributing to process development and ongoing improvement.

• Familiarity with observability, APM, monitoring, or DevOps platforms.

🏝️ Benefits

• A stake in our success - generous equity with an employee-friendly stock program.

• Compensation based on transparent levels relative to experience, rather than negotiation skills.

• Ample time to recharge with unlimited PTO.

• A culture and mindset centered around distributed work (truly!).

• Stipend for home office, co-working, and internet expenses.

• Comprehensive benefits coverage for employees, with additional options available for dependents.

• Up to 16 weeks of paid parental leave, regardless of the path to parenthood.

• Annual development allowance.

• And much more...