Technical Success Manager

New Relic•Chicago, GA

About The Position

New Relic is seeking a Technical Success Manager (TSM) to own the technical success and post-sales relationships for a customer base. Working closely with account teams, the TSM applies technical knowledge, problem-solving skills, and teamwork to support and grow customer relationships. The role promotes New Relic’s strategic direction and product offerings, resolves technical problems, and helps customers become long-term advocates of the platform. This is a field-based role with some travel; extensive travel opportunities are available for those who want them. New Relic supports a flexible workforce model that includes fully office-based, fully remote, and hybrid work arrangements. The role is eligible for a commission plan. Visa sponsorship is not available.

Requirements

At least 3 years of pre-sales or post-sales experience in the software industry.
At least 2 years of demonstrated pre-sales or post-sales experience working with enterprise customers.
Exposure to or interest in cloud technologies, including Linux hosts, Kubernetes, containers, microservices, DevOps, and CI/CD.
Strong technical background and sales/customer orientation.
Desire to learn new technologies.
Interest in or previous experience with performance monitoring tools for infrastructure, applications, web or mobile, or user experience.
Ability to keep project plans and documentation up to date.
Fluent in English.

Nice To Haves

Familiarity with one or more development languages, such as Java, .Net, Ruby, C, Python, Node.js, or Golang.
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.
Document customer adoption and success.
Lead adoption, optimization, and integration of New Relic products within customers’ business infrastructure.
Partner with Sales to identify revenue opportunities through service upsells and contract renewals.
Advocate for new product features and provide customer feedback to product management and engineering teams.
Maintain a deep understanding of customers’ businesses and technical environments.
Lead interactive product demonstrations for varied audiences, showcase workflows, and answer real-time technical questions to drive platform adoption.
Own technical customer relationships and resolve technical problems in real time.
Maintain up-to-date project plans and documentation.