Vice President of Customer Success & Technical Support, Honeycomb
+ Equity
More information about location
Observability platform for engineering teams
Job no longer available
Observability platform for engineering teams
201-500 employees
Job no longer available
+ Equity
More information about location
201-500 employees
Company mission
To give all software engineering teams the observability they need to eliminate toil and delight their users.
Role
Who you are
- Extensive leadership experience in Customer Success, Technical Support, or a related function, with global team management experience
- Proven track record driving net retention and renewal rates, ideally within SaaS or enterprise software
- Strong technical aptitude; comfortable engaging with software engineering leadership on observability, DevOps, or cloud-native topics
- Demonstrated success building a diverse and inclusive organizational culture and developing future leaders
- Exceptional communicator with a history of uniting distributed teams around clear strategic objectives
- Experience leading large-scale organizational change, aligning cross-functional executives, and navigating complex enterprise-level customer needs
- Data-driven approach to forecasting, resource allocation, and program measurement
- A deep sense of ownership, consistently going above and beyond departmental boundaries to support overall company success
What the job involves
- Build and lead a global Customer Success and Technical Support organization where diverse voices are valued and each team member’s growth matters
- Implement and champion inclusive policies and processes (e.g., structured hiring, transparent performance feedback) to cultivate high morale and strong collaboration
- Foster an environment where healthy conflict is encouraged, and individuals feel safe challenging ideas to reach the best outcomes
- Own the multi-year strategy for Customer Success and Support, aligning roadmaps and initiatives with Honeycomb’s broader business objectives
- Drive growth by crafting programs that improve product adoption, reduce churn, and increase account expansions and renewals
- Partner with Product, Marketing, and Engineering to ensure customer insights inform our product roadmap and future improvements
- Communicate a clear vision for our global Customer Success organization, keeping teams aligned through shifts in market conditions or company priorities
- Serve as a powerful spokesperson and escalation point for high-level customer interactions and strategic executive briefings
- Deliver consistent, transparent updates on customer health, retention forecasts, and cross-functional initiatives—especially when decisions may be tough or unpopular.-
- Mentor a strong bench of senior leaders, nurturing future VPs/Directors within the CS org and ensuring robust succession planning
- Invest in professional development plans for each team member, supporting them in achieving short- and long-term career goals
- Seek ongoing improvement of your own leadership approach—solicit peer feedback and stay current on industry best practices in Customer Success
- Take full ownership of the post-sale customer journey—from onboarding through renewal—ensuring alignment with revenue targets and overall company strategy
- Manage budgets and resources effectively, balancing investments in growth with operational discipline
- Proactively identify and solve business challenges that extend beyond your function, collaborating cross-departmentally for the greater good of Honeycomb
- Define and track metrics (e.g., Net Retention Rate, Customer Satisfaction, Support Response Times) that align with top-level Honeycomb objectives
- Collaborate with Sales and Marketing to streamline the end-to-end customer journey, unifying reporting and targets across funnels
- Represent the voice of the customer at the executive table, influencing company-wide decisions to ensure that “customer-first” remains more than just a slogan
Our take
Traditional processes of debugging apps and IT services are becoming obsolete due to the mass adoption of cloud-based tools. However, whilst cloud-based development presents a modern and unified solution to application building, frameworks for troubleshooting such services are not something all businesses are prepared for.
Honeycomb provides troubleshooting tools that allow cloud-based software developers to observe code on API tools, live applications and microservices. The troubleshooting dashboard is designed to be highly visual and user-friendly, allowing developers to diagnose cloud-based problems without having a deep understanding of computer science.
The company is building momentum after impressive revenue growth and a robust amount of funding. This is being channelled into geographical expansion and the development of its offerings. In 2025, Honeycomb signed a three-year strategic collaboration agreement with AWS and launched several new product advancements.
Steph
Company Specialist at Welcome to the Jungle
Insights
76% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$50m
SERIES D
Oct 2021
$50m
SERIES C
Total funding: $146.9m
Company benefits
- 100% covered medical, dental, vision, HSA, FSA, disability, and more
- Unlimited PTO, synchronous company break, paid sabbatical, and expressed minimum for time to recharge
- 401K retirement plans and fully paid life insurance
- Up to 16 weeks paid leave regardless of path to parenthood; flexible hours for returning parents and caregivers
- $10K to cover gaps in insurance, in support of adoption, surrogacy, preservation, and family-planning costs
- $600 per year to spend on the perks you care for most
- A stake in our success
- Generous new hire equity, and refresh grants
- Annual $1,500 development stipend; funding for cognitive coaching; and a focus on career pathing
- $500 new hire home setup stipend and $200/mo for wifi, phone and co-working
Company HQ
Union Square, San Francisco, CA
Leadership
Charity Majors
(CTO & Co-founder)Former Product Engineering Manager at Facebook and Infrastructure Tech Lead at Parse.
Christine Yen
(CEO & Co-founder)Former Engineer at Parse and IOS contractor at Ridejoy. Co-founder of Venuetastic. BSc in Computer Science from MIT.
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