Job Description
Title: Technical Customer Success Manager- Ireland
Location: Ireland
Type: Full-time
Workplace: remote
What We’re Building
Honeycomb defined the concept of observability and is raising expectations of what our developer tools can do! Honeycomb is the observability platform that enables engineering teams to find and solve problems they couldn’t before. It enables engineers to answer novel questions about their ever-evolving cloud applications, so they can deploy confidently, resolve incidents faster and focus on high-value work that drives innovation. We’re working with well known companies like HelloFresh, Slack, LaunchDarkly, and Vanguard and more across a range of industries. This is an exciting time in our trajectory, we’ve closed Series D funding, scaled past the 150-person mark, and were named to Forbes’ America’s Best Startups of 2022! In this Technical Customer Success Manager role, you’ll be a joining a growing Customer Success team and helping us to drive adoption of Honeycomb and success of our customers in their journey with Observability in our post-sale accounts.
Who We Are
We come for the impact, and stay for the culture! We’re a talented, opinionated, passionate, fiercely inclusive, and responsible group of bees. We have conviction and we strive to live our values every day. We want our people to do what they truly love amongst a team of highly talented (but humble) peers.
How We Work
We are a remote-first company, which means we believe it is not where you sit, but how you deliver that matters most. We invest in our people and care about how you orient to our culture and processes. At the same time we imbue a lot of trust, autonomy, and accountability from Day 1.
What you’ll do in the role:
- Own the post-sales relationship for a portfolio of accounts (around 25) based in the EMEA region, as well as some accounts in the East Coast of the Americas
- Manage the renewal process for some SMB and Enterprise customers
- Drive value & outcomes with technical sponsors and champions
- Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/under utilization and user engagement.
- Create or adapt high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
- Represent the customer in internal meetings with Engineering and Product Management
- Partner with the rest of our team in East/EMEA to grow our brand and business in the region
- Keep up to date on Honeycomb technologies and product offerings
What you’ll bring:
- At least 3+ years of overall work experience in the SaaS or Enterprise software industry – preferably in the Developer Tools space
- Previous Customer Success, Technical Account Management, Sales or Customer Services experience
- Strong organizational skills and ability to handle many simultaneous conversations in email and chats
- Deep process orientation and willingness to test, establish and document new processes in a startup environment
- Love of data analytics systems along with the desire and curiosity to explore and discover new information within them
- Working knowledge of the Enterprise software subscription lifecycle and associated processes
- Excellent written and verbal technical communication skills
Nice To Haves:
- Working knowledge of SQL and/or BI reporting tools and techniques (we use Mode Analytics)
- Experience with, or understanding of the SaaS Monitoring space (any other APM, Logging or Metrics vendors)