Technical Customer Success ManagerCustomer Success
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.
Who we’re looking for
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.
What you’ll be doing
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! 🙏
We have a set system for compensation as part of being transparent. Salary varies based on location and level of experience.
Location (based on market rates)
The benchmark for each role we are hiring for is based on the market rate in San Francisco.
We pay more experienced team members a greater amount since it is reasonable to expect this correlates with an increase in skill
We hire into the Established step by default and believe there's a place to have incremental steps to allow for more flexibility.
- Benchmark (San Francisco) $192,000
- Location factor 1
- Level modifier 1
- Step modifier 0.95 - 1.04
- Generous, transparent compensation & equity
- Unlimited vacation (with a minimum!)
- Two meeting-free days per week
- Home office
- Coworking credit
- Private health, dental, and vision insurance.
- Training budget
- Access to our Hedge House
- Carbon offsetting
- Pension & 401k contributions
- We hire and pay locally
- Company offsites
Get more details about all our benefits on the Careers page.
Your team's mission and objectives
Grow and retain customers who fit our Ideal Customer Persona.
- Objective: Set ourselves up for a focused and proactive 2024 and beyond
- Have quantitative data on our sales pipeline, from initial contact to close
- Helps us understand where to optimize
- 50% demo to paid conversion rate
- When we speak to prospective customers, it should be meaningful and move them towards becoming paying customers
- Use ICP + Product + Website usage data to personalise outreach to $20k product-led sign-ups
- Personalized outreach will lead to higher conversions
- 2 new multi-product case studies from large customers
- Helping us get inbound interest from bigger logos
- Establish and execute a process for talking with every $20k ARR customer once per quarter
- If we talk to customers, we can ensure they are getting the most value possible out of PostHog
- Establish and execute a process for tracking health all of our $20k ARR customers
- We can be proactive in assisting with adoption issues before customers churn
- All high priority customer tickets get a response and team assignment within 1 business day
- We can ensure delight by keeping customers unblocked when using PostHog
- Have quantitative data on our sales pipeline, from initial contact to close
We do 2-3 short interviews, then pay you to do some real-life (or close to real-life) work.
Application(You are here)
Our talent team will review your application to see how your skills and experience align with our needs.
Culture interview30-min video call
Our goal is to explore your motivations to join our team, learn why you’d be a great fit, and answer questions about us.
Technical interview45 minutes, varies by role
You'll meet the hiring team who will evaluate skills needed to be successful in your role. No live coding.
PostHog SuperDayPaid day of work
You’ll join a standup, meet the team, and work on a task related to your role, offering a realistic view of what it’s like working at PostHog.
OfferPop the champagne (after you sign)
If everyone’s happy, we’ll make you an offer to join us - YAY!
(Now for the fun part...)
Just fill out this painless form and we'll get back to you within a few days. Thanks in advance!
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