Technical Customer Success Manager - Americas

posthog· 10 open roles

Remote RemoteFullTime4 months ago

Salary

Undisclosed

Experience

Mid

Job Type

FullTime

Posted

4 months ago

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About This RoleAI processing…

About PostHog PostHog is your product’s context layer. It ingests and stores your analytics, errors, replays, and business data so you and your agents can query and act on it. We launched out of Y Combinator's W20 cohort . We've since shipped more than a dozen products, including: A suite of analytics and observability tools, including product analytics , replay vision , AI observability , and error tracking PostHog MCP for users and their agents to query and act on their product and business data Data warehouse so users can query product and customer data together using custom SQL insights. W

Key Responsibilities

1
Building relationships with your users. You should know who the key people are at each company, and they should know you.
2
Owning their feedback and making sure it gets to the wider PostHog team.
3
Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing to support.
4
Being super responsive to their Slack messages, support tickets, and emails.
5
Being their favorite ever Customer Success person to work with!
6
Tyler's blog to see what a day as a TCSM looks like!
7
Ryan's blog for an engineer's view into the world of customer-facing work

Requirements

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 incredibly helpful, technical enough to help our customers, 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.
We do not care what your old job title was. We care that you want to talk to customers, own the relationship and help them get more from PostHog. Some of our best TCSMs used to ship code. Now they ship happy customers. Ex-dev, ex-TAM, ex-something-else? All good if you are technical and want to own customers, not just be near them!
Technically capable. You don't need to be an engineer, but you should be comfortable working with code. You troubleshoot issues customers run into (and sometimes even raise PRs yourself to fix bugs) and advise on configuration best practices across all PostHog products.
You get how product teams work . You know the roles, how they collaborate, and how they ship features - so you can help them use PostHog to solve real problems. For example, why running experiments matters, how to use product analytics and session replay together to find drop-off points and test fixes, or when error tracking helps teams ship better.
Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively – not route them elsewhere and move on.
Able to work at scale. You'll have around 40 customers. You can't treat them all the same, and you won't try to.

Perks & Benefits

Transparency: Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in our public company handbook . Internally, we share revenue, notes and slides from board meetings, and fundraising plans, so everyone has the context they need to make good decisions.

Autonomy: We don’t tell anyone what to do. Everyone chooses what to work on next based on what's going to have the biggest impact on our customers, and what they find interesting and motivating to work on. Engineers lead product teams and make product decisions . Teams are flexible and easy to change when needed.

Shipping fast: Why not now? We want to build a lot of products; we can't do that shipping at a normal pace. We've built the company around small teams – autonomous, highly-efficient groups of cracked engineers who can outship much larger companies because they own their products end-to-end.

Time for building: Nothing gets shipped in a meeting. We're a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meeting-free days , and we prioritize heads down building time over perfect coordination. This will be the most productive job you've ever had.

Being weird: Weird means redesigning an already world-class website for the 5th time. It means shipping literally every product that relates to customer data. It means building an objectively unnecessary developer toy with dubious shareholder value. Doing weird stuff is a competitive advantage. And it's fun.