Technical Customer Success Manager

ProductsPricingCommunityCompany

Technical Customer Success Manager

Customer Success NA Team

• Location

Remote

• Timezone(s)

GMT -5 to GMT -8

About PostHog

Product development used to mean manually writing code, running analysis, diagnosing bugs, and rolling out changes using dozens of tools. PostHog is the only platform that acts like a co-pilot for you (and your AI agents) to do it all – autonomously. We started with open-source product analytics, launched out of Y Combinator's W20 cohort. We've since shipped more than a dozen products, including:

• PostHog Code, the only AI devtool that understands your product, not just your codebase.
• A built-in data warehouse, so users can query product and customer data together using custom SQL insights.
• PostHog AI, an AI-powered analyst that answers product questions, helps users find useful session recordings, and writes custom SQL queries.

We are:

1. Product-led. More than 450,000 organizations have installed PostHog, mostly driven by word-of-mouth. We have intensely strong product-market fit.
2. Default alive. Revenue is growing incredibly quickly, and we're very efficient. We raise money to push ambition and grow faster, not to keep the lights on.
3. Well-funded. We've raised more than $180m from some of the world's top investors. We're set up for a long, ambitious journey.

We're focused on building an awesome product for end users, hiring exceptional teammates, shipping fast, and being as weird as possible.

Things we care about

• Transparency: Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in our public company handbook. Internally, we share revenue, notes and slides from board meetings, and fundraising plans, so everyone has the context they need to make good decisions.
• Autonomy: We don’t tell anyone what to do. Everyone chooses what to work on next based on what's going to have the biggest impact on our customers, and what they find interesting and motivating to work on. Engineers lead product teams and make product decisions. Teams are flexible and easy to change when needed.
• Shipping fast: Why not now? We want to build a lot of products; we can't do that shipping at a normal pace. We've built the company around small teams – autonomous, highly-efficient groups of cracked engineers who can outship much larger companies because they own their products end-to-end.
• Time for building: Nothing gets shipped in a meeting. We're a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meeting-free days, and we prioritize heads down building time over perfect coordination. This will be the most productive job you've ever had.
• Ambition: We want to solve big problems. We strongly believe that aiming for the best possible upside, and sometimes missing, is better than never trying. We're optimistic about what's possible and our ability to get there.
• Being weird: Weird means redesigning an already world-class website for the 5th time. It means shipping literally every product that relates to customer data. It means building an objectively unnecessary developer toy with dubious shareholder value. Doing weird stuff is a competitive advantage. And it's fun.

Who we’re looking for

• A customer-obsessed person to take care of a large number of our larger customers. You’ll engage with them regularly to ensure their continued retention and growth.
• You'll need to be incredibly helpful, technical enough to help our customers, and solve real problems without asking a sales engineer for help.
• No going away and asking an expert by default. You will be the expert!
• You’re great at building relationships with customers, understanding their priorities, and ensuring they are set up for success both today and in the long term.

What you’ll be doing

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 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! You can read Tyler's blog to see what a day as a TCSM looks like! This role comprises a base salary component, plus a bonus for hitting/exceeding customer retention targets. The salary in our compensation calculator is the OTE (80/20).

What you won’t be doing

❌ Taking someone with you to every customer meeting. It’ll normally be you and the customer. Very occasionally, you might bring a product engineer with you, e.g. if they are one of our first customers paying for a new product. ❌ Aggressively pursuing expansion opportunities. This role is primarily focused on retention.

Requirements

• Technically capable. You don't need to be an engineer, but you should be comfortable working with code. You troubleshoot issues customers run into (and sometimes even raise PRs yourself to fix bugs) and advise on configuration best practices across all PostHog products.
• You get how product teams work. You know the roles, how they collaborate, and how they ship features - so you can help them use PostHog to solve real problems. For example, why running experiments matters, how to use product analytics and session replay together to find drop-off points and test fixes, or when error tracking helps teams ship better.
• Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively – not route them elsewhere and move on.
• Able to work at scale. You'll have around 40 customers. You can't treat them all the same, and you won't try to.

Nice to have

• Experience working with similar technologies , i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines.
• You’ve been in a Pre-sales or Technical Account Manager role before , bringing both technical expertise and commercial acumen.

If you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!

Meet the Customer Success NA Team

Customer Success NA We help customers win with PostHog – they are properly setup and using the right products for their use case. Team members Does pineapple belong on pizza? Team is evenly split

Salary

We have a set system for compensation as part of being transparent. Salary varies based on location and level of experience. Learn more about compensation

Location

(based on market rates) Country Region

Level

Salary calculator

1. Benchmark (United States - Alaska) $201,769
2. Level modifier 1
3. Step modifier 0.95 - 1.04

Salary $191,680 - $209,840+ significant equity We are open to paying well beyond these ranges for exceptional talent. If this is you, please apply.

Benefits

• 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 .

Your team's mission and objectives

Grow and retain the number of paying customers who fit our Ideal Customer Profile.

Q3 2026 Goals

• Hit CSM Net Revenue Retention (NRR) of 110% using quarterly comparison method (CSMs)
• Hit and track all team revenue goals (Phil)

Build a shared CS and Sales context brain for customer accounts Jake SciottoJake Sciotto

My primary goal for Q3 is get rich and retire. In the event that doesn't happen, I'd like to build and ship a shared contextual brain for the CS and Sales org starting with a per-account use case. We'll know we're successful when : Per-user account context is being collected across daily operational workflows and aggregated in PostHog.

Build QuoteHog Automation Luke BaberLuke Baber

Create a workflow that auto generates QuoteHog quotes for accounts that enter a renewal period or need to topoff on additional credits. We'll know we're successful when : A slackbot integration is available to notify teammembers of generated quotes available for review for their accounts.

Building a 2030 Product Demo Phil DelGobboPhil DelGobbo

We often provide demos/trainings, leveraging the UI first and adding notes about PostHog AI throughout (often through the UI again). We need to move into our new MCP first world, and learn to deliver trainings/workshops with the MCP as the user interface and PostHog UI as just the output. We'll know we're successful when : A delivered and recorded MCP-first demo for a customer, with an accompanying handbook page on the approach.

Build an onboarding agent Sebastian MurielSebastian Muriel

Build an agentic platform that creates a personalized onboarding plan for new joiners. We'll know we're successful when : New joiners can confidently talk about our core products, know what sources to check for different kinds of issues, and begin talking to customers during their first few days.

Customer Launch Signals Steven TruongSteven Truong

Create a new data source for tracking our book of business product launches and roadmaps so we can keep up with recent news on what these businesses are working on to do real time outreach. We'll know we're successful when : The team is notified proactively about product launches and roadmaps in their book of business.

Customer Episodes Sean O'ShaughnessySean O'Shaughnessy

Turn signals from PostHog scouts into a searchable library of customer "episodes" — each one a goal-or-problem, the path taken, the resolution, and the value it unlocked — so a CSM can surface others who've "been there" and how it played out. A scout fires, an episode gets drafted, a CSM approves it in. We'll know we're successful when : _A scout can auto-draft a candidate "episode" from a real signal, and a CSM can look up an outcome or problem and get back relevant "episodes" they'd actually reach for in a success plan, for giving guidance, or for troubleshooting.

Interview process

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 We're looking to see how your skills and experience align with our needs.

• Culture interview

30-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 interview

45 minutes, varies by role You'll meet the hiring team who will evaluate skills needed to be successful in your role. No live coding.

• Culture & Motivation interview

20 minutes, varies by role You have reached the final boss. It's time to chat with one of our Blitzscale team members.

• PostHog SuperDay

Paid day of work You’ll meet a few more members of the team and work on an independent project. It's challenging, but most people say it's fun, and we'll pay you $1,000 for your efforts!

• Offer

Pop the champagne (after you sign) If everyone is happy, we’ll make you an offer to join us - YAY!

Apply

(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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Notification Legally-required cookie bannerPostHog.com doesn't use third-party cookies, only a single in-house cookie.No data is sent to a third party. (Ursula von der Leyen would be so proud.)Close