Technical Customer Success Manager

PostHog helps engineers build better products. We are a single platform to analyze, test, observe, and deploy new features. We give engineers product analytics, session recording, feature flags, A/B testing, event pipelines, SQL access and a data warehouse… and there’s plenty more to come.

PostHog was created as an open source project during Y Combinator's W20 cohort and had the most successful B2B software launch on HackerNews since 2012 - with a product that was just 4 weeks old. Since then, more than 35,000 companies have installed the platform. We've had huge success with our paid upgrades, raised $27m from some of the world's top investors, and have shown strong product-led growth - 97% driven by word of mouth. 

Despite the 📉 tech market, we're default alive and doing better than ever!

PostHog makes money from our cloud product, or people can self host the open source project. We average 10% monthly revenue growth and are aiming for $10m ARR in early 2024. While others are focused on layoffs and struggling to grow into huge valuations, we're focusing on an awesome product for end users, hiring a handful of exceptional team members and seeing fantastic increases in revenue as a result.

What we value

• We are open source - building a huge community around a free-for-life product is key to PostHog's strategy.

• We aim to become the most transparent company, ever. In order to enable teams to make great decisions, we share as much information as we can. In our public handbook everyone can read about our roadmap, how we pay (or even let go of) people, what our strategy is, and who we have raised money from.

• Working autonomously and maximizing impact - we don’t tell anyone what to do. Everyone chooses what to work on next based on what is going to have the biggest impact on our customers.

• Solving big problems - we haven't built our defining feature yet. We are all about shipping fast, talking to users, and iterating.

A passionate and customer-obsessed person to be the face of PostHog for our biggest customers.  You’ll ensure they are set up for success with our platform from the start, and engage with them regularly to ensure their continued success and growth.    

• You’ll be the face of PostHog for a broad range of paying customers in the $20-$250K ARR range from Scale-ups to Enterprises.

• After they become a paying customer, it’s your responsibility to ensure they stay a paying customer and continue to grow with us.  This means:

  • Leading onboarding and training sessions to set them up for success.

  • Building relationships with the users so that you know who to go to to get them excited about the next big thing we ship.

  • Owning their issues and feedback and making sure it gets to the wider PostHog team.

  • Being super responsive to their Slack messages, in meetings, and via email too.

  • Being their favorite ever Customer Success person to work with.

• You’ll need to constantly review our product usage and revenue data to ensure that your customer’s health doesn’t move into the red, and be proactive in resolving things if it does.

What you won’t be doing

• ❌ Taking a big team with you to every customer meeting - it’ll normally be you and the customer.

• Strong customer focus - you need to help our users and remove any blockers to them using Posthog effectively.

• Commercially-minded - you’ll need to get excited about growing and retaining revenue.

• Experience in onboarding customers to a product and helping customers use it in a meaningful way.

• Strong organizational skills - you’ll be the go-to person for several customers so need to make sure they are looked after and prioritized according to revenue/health.

• Handling relationships strategically - helping a customer achieve their goals over time, expanding their usage, and buying more and more products from us as they do so

• You’re able to go deep on understanding a product. You don’t need to be a developer but the ability to get into the detail will really help you bring more value to customer conversations.

Nice to have

• Experience working with similar technologies (developer tools more broadly, or Product Analytics, Session Replay, Feature Flags, A/B Testing, Data Warehouses, Data Pipelines) and the credibility that comes with it.

• You’ve been in a Pre-sales or Technical Account Manager role before, bringing both technical expertise and commercial acumen.

• You’ve been the owner of several customers in the $20-$250k ARR range previously

If this sounds like what you’d love to be doing, we can’t wait to hear from you. If you’re not sure that you exactly fit the above criteria, get in touch anyway. Alignment with our values is just as important as experience! 🙏