Technical Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establishing connections with users. It's essential to know the key individuals at each company, and they should recognize you as well.

• Taking ownership of user feedback and ensuring it reaches the broader PostHog team.

• Delving into technical challenges. You will be the initial point of contact for customer issues, often resolving them on your own rather than immediately escalating to support.

• Responding promptly to Slack messages, support tickets, and emails.

• Being the best Customer Success representative they have ever interacted with!

⛳️ Requirements

• Technically proficient. While you don’t need to be an engineer, you should be comfortable navigating code. You'll troubleshoot customer issues (and may even submit PRs to fix bugs) while advising on configuration best practices across all PostHog products.

• Understanding of product team dynamics. You are familiar with the roles, collaboration methods, and feature shipping processes, enabling you to assist teams in utilizing PostHog to address genuine challenges. For instance, you understand the significance of running experiments, how to combine product analytics with session replay to identify drop-off points and implement fixes, and when error tracking enhances team performance.

• Strong customer-centric approach. Your goal is to assist users and eliminate any obstacles to their effective use of PostHog, rather than redirecting them elsewhere and moving on.

• Ability to operate at scale. You will manage approximately 40 customers, requiring tailored approaches rather than a one-size-fits-all strategy.

🏝️ Benefits

• Transparency: Everyone has access to our roadmap, compensation details (including potential layoffs), our strategy, and operational processes in our public company handbook. Internally, we share revenue, notes, slides from board meetings, and fundraising strategies, providing everyone with the context needed for informed decision-making.

• Autonomy: We empower everyone to choose their focus areas based on what will most significantly impact our customers and what they find engaging and motivating. Engineers lead product teams and make product decisions, with teams designed to be flexible and adaptable as needed.

• Rapid shipping: Why wait? Our goal is to develop numerous products; normal shipping speeds won't suffice. Our company structure revolves around small, autonomous, and highly efficient teams of talented engineers who can outpace larger companies by owning their products from start to finish.

• Dedicated building time: Meetings do not drive product delivery. As a fully remote company, we prioritize asynchronous communication – PRs > Issues > Slack. Tuesdays and Thursdays are designated as meeting-free days, allowing us to prioritize focused building time over perfect coordination. This position will offer unparalleled productivity.

• Ambition: We aim to tackle significant challenges. We firmly believe that pursuing the best possible outcomes, even at the risk of falling short, is preferable to never attempting at all. Our optimism drives our vision of what's achievable and our capacity to reach those goals.

• Embracing uniqueness: Being unconventional means reimagining a top-tier website for the fifth time. It involves shipping every product related to customer data and creating a developer toy that may lack shareholder value. Engaging in unconventional endeavors is a competitive advantage and, most importantly, enjoyable.