Technical Customer Success Manager

About the position

PostHog is looking for a customer-obsessed individual to manage a large number of our larger customers, ensuring their retention and growth. You will engage with approximately 50 paying customers in the $20-$100k ARR range, building relationships and being the primary point of contact. Your role will involve being responsive to customer inquiries, owning their feedback, and monitoring product usage and revenue data to proactively address any issues. This position is focused on customer retention rather than aggressive expansion.

Responsibilities

• Engage regularly with ~50 paying customers to ensure their continued retention and growth.
• Build relationships with key users in each company.
• Own customer feedback and communicate it to the wider PostHog team.
• Respond promptly to customer inquiries via Slack, support tickets, and emails.
• Monitor product usage and revenue data to ensure customer health.
• Proactively resolve issues to prevent customer churn.

Requirements

• Strong customer focus to help users and remove blockers.
• Ability to manage around 50 customers effectively.
• Deep understanding of the product to provide value in customer conversations.

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.

Benefits

• Generous, transparent compensation and employee-friendly equity.
• Unlimited time off with a 25 day minimum.
• Private medical insurance, including dental and vision (US and UK only).
• Pension/401k contributions (4% matching).
• Generous parental, bereavement, and child loss leave.
• Training budget and free books.
• $200/month budget towards co-working or café working and $500/month for team socials.
• Mental health support through Spill.
• $100/month budget to support open-source projects.
• Regular team off-sites with carbon offsetting for work travel.