Technical Customer Success Manager - Americas

About PostHog

Product development used to mean manually writing code, running analysis, diagnosing bugs, and rolling out changes using dozens of tools.

PostHog makes products self-driving. It's 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 Desktop, 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:

• Product-led. More than 450,000 organizations have installed PostHog, mostly driven by word-of-mouth. We have intensely strong product-market fit.
• 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.
• 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.

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.