Senior Technical Customer Success Manager, Honeycomb

• At least 5+ years of overall work experience in the SaaS or Enterprise software industry - preferably in the Developer Tools space
• Previous Customer Success, Technical Account Management, Sales or Customer Services experience
• Must be in Pacific or Mountain Time Zone
• Strong organizational skills and ability to handle many simultaneous conversations in email and chats
• Deep process orientation and willingness to test, establish and document new processes in a startup environment
• Love of data analytics systems along with the desire and curiosity to explore and discover new information within them
• Working knowledge of the Enterprise software subscription lifecycle and associated processes
• Excellent written and verbal technical communication skills

Desirable

• In this Senior Technical Customer Success Manager role, you’ll be a joining a growing Customer Success team and helping us to drive adoption of Honeycomb and success of our customers in their journey with Observability in our post-sale accounts. In particular, you’ll be working heavily with our strategic segment of customers, driving success across large, complex engineering organizations
• Own the post-sales relationship for a portfolio of primarily strategic and enterprise accounts (around 15) based in the West Coast of the Americas, as well as the Asia-Pacific region
• Drive value & outcomes with technical sponsors and champions, and help drive adoption and evangelization across large strategic organizations
• Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/under utilization and user engagement
• Lead the development of repeatable strategic motions to be used across the rest of the Enterprise customer base
• Create or adapt high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
• Represent and champion the customer in internal meetings with Engineering and Product Management
• Partner with the rest of our team in West/APAC to grow our brand and business in the region
• Develop a strong conceptual understanding of Cloud Native best practices and the OpenTelemetry ecosystem
• Keep up to date on Honeycomb technologies and product offerings