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Senior Technical Customer Success Manager - East

Remote: 
Full Remote
Contract: 
Full time
Salary: 
10 - 200K yearly
Experience: 
Senior (5-10 years)
Work from: 
United States

Offer summary

Qualifications:

5+ years in SaaS or Enterprise software, Experience in Customer Success or Technical Account Management, Strong understanding of the Enterprise software lifecycle, Knowledge of SQL and BI tools preferred, Excellent technical communication skills.

Key responsabilities:

  • Manage post-sales relationships for strategic accounts
  • Drive adoption and success in observability
  • Develop and automate customer lifecycle events
  • Create reusable content such as trainings and demos
  • Champion customer needs with internal teams
honeycomb.io logo
honeycomb.io Scaleup https://www.honeycomb.io/
51 - 200 Employees
About honeycomb.io
Honeycomb provides full stack observability—designed for high cardinality data and collaborative problem solving, enabling engineers to deeply understand and debug production software together. Founded on the experience of debugging problems at the scale of millions of apps serving tens of millions of users, we empower every engineer to instrument and query the behavior of their system.
See more honeycomb.io offers

Job description

What We’re Building
Honeycomb is a service for the near and present future, redefining observability and raising expectations of what our developer tools can do for us! We’re working with well known companies like HelloFresh, Slack, LaunchDarkly, and Vanguard and more across a range of industries. This is an exciting time in our trajectory, we’ve closed Series D funding, scaled past the 200-person mark, and were named to Forbes’ America’s Best Startups of 2022 and 2023!! ! In this Senior Technical Customer Success Manager role, you’ll be a joining a growing Customer Success team and helping us to drive adoption of Honeycomb and success of our customers in their journey with Observability in our post-sale accounts. In particular, you’ll be working heavily with our strategic segment of customers, driving success across large, complex engineering organizations

Who We Are
We come for the impact, and stay for the culture! We’re a talented, opinionated, passionate, fiercely inclusive, and responsible group of bees. We have conviction and we strive to live our values every day. We want our people to do what they truly love amongst a team of highly talented (but humble) peers.

How We Work
We are a remote-first company, which means we believe it is not where you sit, but how you deliver that matters most. We invest in our people and care about how you orient to our culture and processes. At the same time we imbue a lot of trust, autonomy, and accountability from Day 1. 

What you'll do in the role:
  • Own the post-sales relationship for a portfolio of primarily strategic and enterprise accounts (around 15) based in the East Coast of the Americas
  • Drive value & outcomes with technical sponsors and champions, and help drive adoption and evangelization across large strategic organizations
  • Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/under utilization and user engagement.
  • Lead the development of repeatable strategic motions to be used across the rest of the Enterprise customer base
  • Create or adapt high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
  • Represent and champion the customer in internal meetings with Engineering and Product Management
  • Partner with the rest of our team in West/APAC to grow our brand and business in the region
  • Develop a strong conceptual understanding of Cloud Native best practices and the OpenTelemetry ecosystem
  • Keep up to date on Honeycomb technologies and product offerings

    • What you'll bring:
  • At least 5+ years of overall work experience in the SaaS or Enterprise software industry - preferably in the Developer Tools space
  • Previous Customer Success, Technical Account Management, Sales or Customer Services experience
  • Must be in Eastern or Central Time
  • Strong organizational skills and ability to handle many simultaneous conversations in email and chats
  • Deep process orientation and willingness to test, establish and document new processes in a startup environment
  • Love of data analytics systems along with the desire and curiosity to explore and discover new information within them
  • Working knowledge of the Enterprise software subscription lifecycle and associated processes
  • Excellent written and verbal technical communication skills
    • Nice To Haves:
  • Working knowledge of SQL and/or BI reporting tools and techniques (we use Mode Analytics)
  • Experience with, or understanding of the SaaS Monitoring space (any other APM, Logging or Metrics vendors)

    • What you'll get when you join the hive:
  • Base + commission for on target earnings (OTE) of $170,000 - $200,000 based on level of experience
  • A stake in our success - generous equity with employee-friendly stock program
  • It’s not about how strong of a negotiator you are - our pay is based on transparent levels relative to experience
  • Compensation benchmarked to San Francisco market - no matter where you live (or move)!
  • 401k plan to help you plan for your future
  • A remote-first mindset and culture (really!)
  • 100% employee coverage for Health, Dental, Vision, Life and Disability insurance and 75% for dependents
  • Time to Recharge - In addition to our Unlimited PTO policy, we provide ~23 days off through out the year. This includes a company wide break at the end of the year, and we honor having at least one three day weekend a month (if there is not already a locally observed holiday that month, we add one!)
  • Pick Your Perk - $600 a year to spend on the perks that you care about most
  • Work Life Balance and Flexible Schedule options
  • The tech you need AND a $500 Home Setup Stipend
  • $200 Reimbursement for Cell/Wifi/CoWorking
  • $1500+ Annual Professional Development Allowance
  • Up to 16 weeks of paid parental leave, regardless of path to parenthood
  • Maven Inclusive Family-Building benefit including unlimited virtual appointments, coaches & counselors, and $10K ‘wallet’ to support adoption, surrogacy, IVF, and egg/sperm freezing
  • Modern Health well-being benefit including self guided resources and access to 12 mental health and 8 coaching sessions - at no additional cost to you.
  • Semi-annual performance conversations (we call them Review & Rewards conversations) - so you know where you stand, and how you’ll be rewarded for your impact
  • Annual compensation review, benchmarking to industry and inflation changes
    • Diversity & Accommodations:
    We're building a diverse and inclusive workplace where we learn from each other, and welcome nontraditional candidates, and people of all backgrounds, experiences, abilities and perspectives. You don't need to be a millennial to join us, all gens are welcome! Further, we (of course) follow federal and state disability laws and are happy to provide reasonable accommodations during the application phase, interview process, and employment. Please email Talent@honeycomb.ioto discuss accessible formats or accommodations. As an equal opportunity employer our hiring process is designed to put you at ease and help you show your best work; if we can do better - we want to know!

    Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Success ManagementReporting ToolsAccount ManagementOnline CommunicationProcess DevelopmentSQL (Programming Language)Data MiningTechnical Communication

    Other Skills

    • Non-Verbal Communication
    • Organizational Skills
    • Sales
    Are you interested?

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