Manager of Customer Success, Honeycomb
$200-230k
OTE
+ Generous equity with employee-friendly stock program
More information about location
Provides full stack observability and analysis
Be an early applicant
Provides full stack observability and analysis
201-500 employees
Be an early applicant
$200-230k
OTE
+ Generous equity with employee-friendly stock program
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
- Experience: Team building and leadership experience in Customer Success, Technical Account Management, or related roles within the SaaS or Enterprise software industry
- Leadership Skills: demonstrable track record and ability to build, lead, mentor, and develop high-performing teams
- Strategic Mindset: Strong ability to think strategically while managing day-to-day operations. The ability to connect technical concepts with business outcomes and the things executives and buyers care about
- Organizational Skills: Exceptional ability to handle multiple priorities and projects simultaneously.Process Orientation: Deep understanding of the enterprise software subscription lifecycle and a knack for developing and documenting processes in a scaling environment
- Communication Skills: Excellent written and verbal communication skills, capable of engaging with both technical and executive audiences
- Data Savvy: Experience with customer facing and data analytics systems with the curiosity to explore and discover new insights
What the job involves
- You'll be joining and leading a rapidly growing Customer Success team that has a large base of customers in the west region
- We're passionate about driving customer success and enhancing the impact of observability across diverse industries
- In the Americas - West region, you'll lead our technical customer success management team and collaborate closely with other members of our customer success team, including our Support Engineering and Customer Architecture teams
- Together, we'll build a cohesive team dedicated to delivering exceptional value and service to our customers while scaling our presence and Customer Success program
- Healthy and Inclusive team builder
- Proven ability to lead, mentor, and develop high-performing, diverse teams with a strong track record in a leadership position
- Demonstrated experience in building a supportive team environment that encourages collaboration, respect, and open communication
- Strategic thinking that moves mountains
- Strong strategic mindset: you will develop and implement customer success strategies that drive product adoption, retention, expansion, and satisfaction
- Builder: ability to design and optimize scalable processes in a rapidly growing environment, ensuring efficiency and effectiveness
- Data-driven: you will use data to drive decision-making, leveraging insights from performance metrics and KPIs to achieve significant results
- Courageous communicator and motivator
- Engage Effectively: You will communicate clearly with technical teams, executive audiences, and customers, ensuring alignment and understanding
- Handle Critical Issues: You will confidently manage critical customer issues and escalations, acting as a trusted escalation point
- Inspire Teams: You will motivate and inspire team members and stakeholders to work towards common goals and overcome challenges
- Develops self and others
- Commit to Continuous Learning: You will stay current with industry trends, Honeycomb technologies, and product offerings to effectively guide the team and customers
- Mentor Team Members: You will invest in your team’s professional development through mentorship, coaching, and providing growth opportunities
- Foster a Learning Culture: You will encourage a culture of learning and improvement, enabling team members to develop their skills and advance their careers
- Think like an owner
- Take Ownership: You will take full responsibility for customer success strategies and their execution to drive overall business objectives
- Proactively Address Challenges: You will identify and address challenges proactively, ensuring the success of the team and the organization
- Align with Company Goals: You will align team goals with company objectives, thinking holistically about business impact and long-term success
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 currently something many 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, thus allowing developers to diagnose cloud-based problems without having a deep understanding of computer science.
The company is building on its 2022 momentum after achieving another consecutive year of 2x revenue growth, driving 160% net revenue retention for its 600+ customers around the globe. Series D awarded in 2023 will be channelled into geographical expansion and supporting its products. Honeycomb’s approach is unique as it is facilitating the harmonious deployment of cloud-based debugging tools in a landscape where such services are essential yet difficult to understand.
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 values
- Fast And Close To Right Is Better Than Perfect - Take pride in your craft and ship relentlessly. Be like our storage engine: 99% right in milliseconds is better than 100% right in an hour. Code in production is worth two in canary
- We Hire Adults - Pay attention to your mind and body so you can give and get help. All of us wobble, and being transparent about that means we can support each other. Participate fully in collaboration, coaching and management. If any group of us were together in a car on a long road trip, there would be no need for a dividing line in the back seat to keep people from hitting each other
- Everything Is An Experiment - Don’t get attached to specific outcomes, as they can prevent you from moving forward. Construct your experiments with purpose, evaluate them with honesty, share your results, and iterate. Failure is a constant, it’s what we learn that matters
- Feedback Is A Gift - Give feedback freely, give gently, give timely, but give. Listen first, listen intently, and celebrate each other’s growth. We are a high-trust and high-transparency team, and this requires us all to dig deep. Discomfort is temporary. We polish each other like diamonds
- Act With Autonomy And Ownership - Come curious. Focus on impact over output. Be generous with your ideas and use your judgment. Optimize for our collective success, not individual glory. Kill your darlings. Be bold, shake it up, and don’t assume the way things are was on purpose. Do it with style
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Charity Majors
(CTO)Former Product Engineering Manager at Facebook and Infrastructure Tech Lead at Parse.
Christine Yen
(CEO)Former Engineer at Parse and IOS contractor at Ridejoy. Co-founder of Venuetastic. BSc in Computer Science from MIT.
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