Technical Customer Success Manager, PostHog

• Strong customer focus - you need to help our users and remove any blockers to them using Posthog effectively
• Commercially-minded - you’ll need to get excited about growing and retaining revenue
• Experience in onboarding customers to a product and helping customers use it in a meaningful way
• Strong organizational skills - you’ll be the go-to person for several customers so need to make sure they are looked after and prioritized according to revenue/health
• Handling relationships strategically - helping a customer achieve their goals over time, expanding their usage, and buying more and more products from us as they do so
• You’re able to go deep on understanding a product. You don’t need to be a developer but the ability to get into the detail will really help you bring more value to customer conversations

Desirable

• You’ll be the face of PostHog for a broad range of paying customers in the $20-$250K ARR range from Scale-ups to Enterprises
• After they become a paying customer, it’s your responsibility to ensure they stay a paying customer and continue to grow with us. This means:
• Leading onboarding and training sessions to set them up for success
• Building relationships with the users so that you know who to go to to get them excited about the next big thing we ship
• Owning their issues and feedback and making sure it gets to the wider PostHog team
• Being super responsive to their Slack messages, in meetings, and via email too
• Being their favorite ever Customer Success person to work with
• You’ll need to constantly review our product usage and revenue data to ensure that your customer’s health doesn’t move into the red, and be proactive in resolving things if it does

• Stages across 2-3 weeks
• 30min call with Coua (Talent Partner)
• 30min call with Simon(CSM Lead)
• 30min call with James (CEO)
• 30min call with Tim(CTO)
• PostHog SuperDay (paid day of work)