PostHog: Technical Customer Success Manager

We’re shippingevery product that companies need to run their business from their first day, to the day they IPO, and beyond. The operating system for folks who build software.

• Post Hog AI , an AI-powered analyst that answers product questions, helps users find useful session recordings, and writes custom SQL queries.

Next on the roadmap are CRM, messaging, revenue analytics, and support products. When we say every product that companies need to run their business, we really mean it!

We are:

• Product-led. More than 100,000 companies have installed Post Hog, mostly driven by word-of-mouth. We have intensely strong product-market fit.
• Default alive . Revenue is growing 10% MoM on average, 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 $100m 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, andbeing as weird as possible .

• Transparency:
  Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in ourpublic 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 andmake 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 ofcracked 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 aremeeting-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 anobjectively unnecessary developer toy with dubious shareholder value. Doing weird stuff is a competitive advantage. And it’s fun.

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.

You’ll be the face of Post Hog for anywhere from 30-60 paying customers in the $10k-$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. This means doing things like:

Building relationships with the users, so that you know who the key people in each company are.

This will encompass both CSM covering 30 accounts and CSM covering 60 account.

Owning their feedback and making sure it gets to the wider Post Hog team.

Being super responsive to their Slack messages, support tickets, and emails.

Generally being their favorite ever Customer Success person to work with!

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