Technical Customer Success Manager - EMEA

Responsibilities

• You’ll be the face of PostHog for anywhere from 25-40 paying customers in the $20k-$100k+ ARR range. Some of these customers will have come through our sales process and be well-known to us, while others will have self-served and never talked to us before!
• It'll be your responsibility to ensure that both types of customers stay with us. That means taking care of the technical side (debugging, config advice), the commercial side (pricing questions, credit renewals), and the human side (multi-threading, managing escalations).
• Day to day, it looks like
• Building relationships with your users. You should know who the key people are at each company, and they should know you.
• Owning their feedback and making sure it gets to the wider PostHog team.
• Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing them to support.
• Being super responsive to their Slack messages, support tickets, and emails.
• Being their favorite ever Customer Success person to work with!
• More broadly, you'll watch product usage and revenue data so customer health doesn't move into the red, and act early when it does. Your aim is to never be surprised when a customer tells us they are leaving. If you want to build automations to help you do your job here, go for it!
• Interesting reads

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