Technical Customer Success Manager - Americas

PostHog

137d • Remote

About The Position

PostHog is hiring a Technical Customer Success Manager to support larger customers across the Americas. The role manages approximately 25–40 paying customers, typically generating $20,000–$100,000+ in ARR, and is responsible for their retention and success. Customers may have joined through a sales process or signed up independently.

The Technical Customer Success Manager is the primary PostHog contact for assigned customers, combining technical troubleshooting and configuration guidance with commercial support, relationship management, and escalation handling. The role monitors product usage and revenue data to identify customer health risks early, gathers and shares customer feedback with PostHog teams, and responds to customer communications across Slack, support tickets, and email. The position is primarily focused on retention rather than aggressively pursuing expansion.

The role includes a base salary and a bonus tied to customer retention targets. The compensation calculator displays OTE on an 80/20 basis. PostHog is a natively remote company that favors asynchronous communication and protects focused work time.

Requirements

• Technical capability and comfort working with code; an engineering background is not required.
• Ability to troubleshoot customer issues, advise on configuration best practices across PostHog products, and sometimes raise pull requests to fix bugs.
• Understanding of how product teams work, including their roles, collaboration, and feature delivery processes.
• Strong customer focus and ability to remove blockers to effective use of PostHog.
• Ability to support a large customer portfolio, tailoring the approach to different customers.

Nice To Haves

• Experience with developer tools, product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines.
• Previous experience in a pre-sales or Technical Account Manager role combining technical expertise and commercial acumen.

Responsibilities

• Manage relationships with approximately 25–40 paying customers and help ensure their continued retention and growth.
• Build relationships with customer stakeholders and understand their priorities.
• Provide technical support, including investigating and debugging customer issues and advising on configuration.
• Handle customer questions involving pricing and credit renewals.
• Manage customer escalations and coordinate relationships across multiple stakeholders.
• Own customer feedback and communicate it to the wider PostHog team.
• Respond promptly to customer messages in Slack, support tickets, and email.
• Monitor product usage and revenue data to identify customer health risks and act early.
• Help customers use PostHog effectively and solve problems without routinely relying on a sales engineer or passing issues elsewhere.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed