Technical Customer Success Manager - EMEA
PostHog, a Y Combinator-backed, product-led platform company with more than 450,000 organizations installed and over $180m raised, is looking for a customer-obsessed Technical Customer Success Manager to take care of 25-40 of its larger paying customers in the $20k-$100k+ ARR range. The role covers the technical side (debugging, config advice), the commercial side (pricing questions, credit renewals), and the human side (multi-threading, managing escalations), with a primary focus on retention rather than expansion. Compensation includes a base salary plus a bonus for hitting or exceeding customer retention targets.
Stack
Responsibilities
- ▹Be the face of PostHog for 25-40 paying customers in the $20k-$100k+ ARR range
- ▹Build relationships with users, knowing the key people at each company
- ▹Own customer feedback and make sure it gets to the wider PostHog team
- ▹Investigate technical issues as the first responder, often solving them yourself rather than passing to support
- ▹Be super responsive to Slack messages, support tickets, and emails
- ▹Handle the commercial side: pricing questions and credit renewals
- ▹Manage escalations and multi-thread relationships
- ▹Watch product usage and revenue data so customer health doesn't move into the red, and act early when it does
- ▹Optionally build automations to help do the job
Requirements
- ▹Technically capable: comfortable working with code, troubleshooting customer issues (sometimes even raising PRs to fix bugs), and advising on configuration best practices across all PostHog products
- ▹Understanding of how product teams work: roles, collaboration, and shipping - e.g. why experiments matter, using product analytics and session replay together to find drop-off points, when error tracking helps
- ▹Strong customer focus: helping users and removing blockers rather than routing them elsewhere
- ▹Able to work at scale with around 40 customers, treating them differently as needed
Nice to have
- ▹Experience with similar technologies: developer tools broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines
- ▹Previous experience in a Pre-sales or Technical Account Manager role, bringing both technical expertise and commercial acumen
Soft skills
What we offer
- ▹Base salary plus a bonus for hitting/exceeding customer retention targets (OTE 80/20 in the compensation calculator)
- ▹Natively remote company with async-first communication
- ▹Meeting-free Tuesdays and Thursdays, prioritizing heads-down building time
- ▹Transparent company: public handbook, shared revenue data, board meeting notes and fundraising plans
- ▹High autonomy: no one tells you what to do; you choose work based on customer impact
- ▹Interview process accommodations available for candidates with disabilities
About the company
PostHog is the only platform that acts like a co-pilot for you (and your AI agents) to do product development autonomously. Launched out of Y Combinator's W20 cohort with open-source product analytics, it has since shipped more than a dozen products including PostHog Code, a built-in data warehouse, and PostHog AI. It is product-led (450,000+ organizations installed), default alive with fast-growing revenue, and well-funded with more than $180m raised. The culture values transparency, autonomy, shipping fast, time for building, ambition, and being weird.