Technical Customer Success Manager

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 https://posthog.com/handbook/story. We've since shipped more than a dozen products https://posthog.com/products, including: - PostHog Code https://posthog.com/code, the only AI devtool that understands your product, not just your codebase. - A built-in data warehouse https://posthog.com/docs/data-warehouse, so users can query product and customer data together using custom SQL insights. - PostHog AI https://posthog.com/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 https://paulgraham.com/aord.html. 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 https://posthog.com/deskhog.   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 https://posthog.com/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 https://posthog.com/handbook/wide-company and make product decisions https://posthog.com/handbook/which-products. Teams are flexible and easy to change when needed. - Shipping fast: Why not now? https://posthog.com/handbook/values#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 https://posthog.com/founders/cracked-manifesto 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 https://posthog.com/handbook/company/culture#were-on-the-makers-schedule, 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 https://posthog.com/deskhog 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