PostHog: Technical Customer Success Manager

Job Overview Location: Full-remote, globally distributed. Current team spans GMT-8 to GMT+2; we hire only in these time zones. Responsibilities Act as the primary point of contact for 25–40 paying customers in the $20k–$100k+ ARR range. Maintain and improve customer retention by managing technical, commercial, and human aspects of support. Build relationships with key stakeholders at each customer organization. Own customer feedback and ensure it reaches the PostHog team. Investigate and resolve technical issues, often troubleshooting code and closing bugs directly. Respond promptly to Slack messages, support tickets, and emails. Monitor product usage and revenue data to detect early signs of churn; act proactively. Optionally build automations to support these tasks. What you won't be doing Companion role in every customer meeting; typically you will handle meetings alone. Aggressively pursue expansion opportunities; focus is on retention. Requirements Technically capable: comfortable working with code, troubleshooting issues, and occasionally raising PRs. Understand product team workflows and help customers leverage product analytics for real problems. Strong customer focus, enabling users to use PostHog effectively and removing blockers. Ability to work at scale with ~40 customers without treating them identically. Nice to have Experience with developer tools, product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines. Prior role as Pre-sales or Technical Account Manager, combining technical expertise and commercial acumen. Compensation This role comprises a base salary component plus a bonus for exceeding customer retention targets. The OTE (80/20) is listed in our compensation calculator. EEO Statement We are an Equal Opportunity Employer. If you have a disability and need accommodations for the interview process, let us know and we will gladly assist. J-18808-Ljbffr