Senior Technical Success Manager

New Relic•Boston, MA

3d•$203,000 - $254,000

About The Position

The Senior Technical Success Manager (TSM) owns the technical success and post-sales relationships for a portfolio of New Relic customers. Working closely with account teams, the TSM helps customers adopt, optimize, and integrate the New Relic platform, solve technical problems, and grow their investment. The role also supports New Relic’s strategic direction and new product initiatives while representing customer needs to product and engineering teams. This is a field-based role that involves some travel, with opportunities for extensive travel. New Relic supports a flexible workforce model that includes fully office-based, fully remote, and hybrid workplaces.

Requirements

At least 5 years of pre-sales or post-sales experience in the software industry.
At least 3 years of demonstrated pre-sales or post-sales experience working with enterprise customers.
Strong technical background and sales/customer orientation.
Desire to learn new technologies.
Interest in or previous experience with performance monitoring tools, including infrastructure, application, web or mobile, or user experience tools.
Ability to keep project plans and documentation up to date.
Fluency in English.

Nice To Haves

Familiarity with one or more development languages: Java, .NET, Ruby, C, Python, Node.js, or Golang.
Exposure to or interest in cloud technologies, including Kubernetes, containers, microservices, DevOps, or CI/CD.
Background in mobile device platforms and architectures, including iOS and Android.
Bachelor’s degree in Engineering or Computer Science, or equivalent, is desirable.

Responsibilities

Own customer adoption, onboarding, and ongoing success across an assigned customer base.
Forecast customer consumption and document opportunities and successes.
Lead adoption, optimization, and integration of New Relic within customer organizations.
Partner with Sales to identify revenue opportunities through service upsells and contract renewals.
Represent customers’ needs to product and engineering teams.
Maintain a deep understanding of customers’ businesses and how they use technology to grow.
Own technical customer relationships and solve technical problems in real time.