All jobs
Technical Customer Success Manager - Americas
About this role
PostHog is hiring a Technical Customer Success Manager for the Americas. The role focuses on managing a portfolio of large paying customers, ensuring retention and growth by handling technical, commercial, and relationship aspects. The successful candidate will be the main technical and customer-facing expert, supporting customers with configuration, troubleshooting, and feedback to the PostHog team. The company is a remote, product-led organisation with a strong emphasis on autonomy, rapid shipping, and a quirky culture. The position reports to not specified and is grounded in post-sales responsibilities, primarily retention and customer success rather than aggressive expansion.
What you would do
- Build and maintain relationships with assigned customers and identify key stakeholders
- Own customer feedback and relay it to the PostHog team
- Investigate and troubleshoot technical issues, often resolving them directly
- Respond promptly to Slack messages, support tickets and emails from customers
- Manage both technical and commercial aspects for customers, including pricing questions and renewals
- Monitor product usage and revenue data to maintain healthy customer accounts
- Act on early warning signals to prevent churn
- Develop automations to assist in performing duties where possible
- Serve as the primary customer-facing success resource for 25-40 paying customers in the specified ARR range
- Ensure customer health does not deteriorate and anticipate potential issues
What they are asking for
- Technically capable with comfort working with code
- Understanding of product teams and how they ship features
- Strong customer focus and ability to remove blockers for users
- Ability to work at scale for around 40 customers
- Experience or familiarity with developer tools or product analytics is a plus
- Experience in pre-sales or technical account management is a bonus
- Willingness to operate in a remote, async-first work environment
Listing details are summarised from the source. Always confirm the role and the employer on the original posting before applying, and never pay to apply for a job.