Associate Technical Success Manager

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your opportunity

The Associate Technical Success Manager (TSM) is a high-impact role responsible for the complete post-sales technical journey and expansion architecture within our enterprise customer base.

In this role, you will act as the customer's ultimate technical champion. You will drive platform adoption and consumption while leading the technical architecture for expansion motion. By bridging the gap between hands-on technical implementation and strategic business value, you will ensure our largest enterprise customers unlock the full power of the New Relic platform, driving both value realization and new consumption opportunities.

What you'll do

• Guide Customers to Committed Consumption: Work alongside customers during the onboarding process, understanding their needs and guiding them through best practices to ensure prompt achievement of committed usage levels.
• Manage Mutual Activity Plans: Design and execute Mutual Activity Plans (MAPs) tied directly to customer business outcomes. Set clear milestones, celebrate customer achievements, and proactively address any implementation hurdles.
• Maintain Consumption Levels: Proactively engage with customers to mitigate churn risks by continuously demonstrating platform value and addressing technical concerns.

• Value-Driven Storytelling: Deliver tailored, high-impact product demonstrations that move beyond "feature-function" to show exactly how the platform solves specific business pains (e.g., maximizing uptime, developer productivity, or tool consolidation).
• Execute Expansion Proof of Values (PoVs): Partner hand-in-hand with Expansion Account Executives to run technical evaluations and PoVs on existing accounts, proving new consumption opportunities and securing technical "wins."
• Whitespace & Blueprint Mapping: Perform detailed account whitespace mapping to identify priority expansion areas. Co-create "Architecture Blueprints" and technical roadmaps aligned with the customer's long‑term business goals.

• User Success & Workshops: Lead personalized training sessions, technical workshops, and create high-quality resources (documentation, videos, articles) to foster a strong community of New Relic champions within engineering organizations.
• Cultivate Executive Presence: Build strong connections with technical stakeholders and partner with sales to lead technical discovery and strategy sessions with CTOs, VPs of Engineering, and IT architects.
• Value Communication & Business Reviews: Collaborate on Customer Business Reviews (CBRs) and executive dashboards to quantify and communicate the ROI of New Relic's solutions to key technical and business decision-makers.

This role requires

• Enterprise Customer Focus: 2+ years of demonstrated experience working directly with enterprise customers to drive technical adoption, customer success, or account expansion.
• Technical & Sales Orientation: Strong technical background combined with a robust sales/customer orientation, including the ability to build business justifications for expansion.
• Observability & Performance Monitoring: An interest in or previous experience with performance monitoring and observability tools (infrastructure, application, web/mobile, or user experience).
• Technical Architecture Foundations: Familiarity with modern IT environments (cloud platforms like AWS/Azure/GCP, Kubernetes, or SRE practices) and foundational knowledge of coding/scripting languages.
• Planning & Execution: Ability to design and execute customer-facing project plans, technical roadmaps, and keep highly organized documentation.