Job Description: Customer Success Manager

Location Type: Remote Employment Type: Full-Time

Position Overview

We are seeking a customer-obsessed individual to manage a significant portfolio of our larger customers, ensuring their continued retention and growth. You will be the primary point of contact, engaging regularly to understand their needs and drive success with PostHog.

About PostHog

PostHog is equipping every developer to build successful products by providing a suite of tools for analysis, testing, observation, and feature deployment. Our offerings include product and web analytics, session replay, feature flags, experiments, a CDP, SQL access, a data warehouse, and LLM observability.

Founded as an open-source project during Y Combinator's W20, PostHog has experienced remarkable growth, with over 100,000 companies installing the platform. We are driven by strong product-led growth, with 97% driven by word of mouth. We are growing quickly and sustainably, with an average of 10% monthly revenue growth and over $20 million ARR. Our focus remains on building an exceptional product, hiring talented individuals, and achieving fantastic growth.

What We Value

• Open Source: Building a strong community around our free-for-life product is central to our strategy.
• Transparency: We strive to be the most transparent company, sharing our roadmap, compensation policies, strategy, and investor information publicly.
• Autonomy and Impact: We empower our team to choose their work based on maximizing impact for our customers, without dictation.
• Solving Big Problems: We are committed to rapid iteration, user feedback, and continuous improvement.

Who We're Looking For

• A highly technical individual capable of assisting customers effectively and solving real problems without relying on sales engineers. You are expected to be the expert.
• Someone skilled at building strong customer relationships, understanding their priorities, and ensuring their long-term success.

Responsibilities

• Serve as the primary point of contact for approximately 50 paying customers with ARR ranging from $20k to $100k.
• Build and nurture relationships with key stakeholders within customer organizations.
• Own customer feedback, ensuring it is effectively communicated to the wider PostHog team.
• Provide highly responsive support via Slack, support tickets, and email.
• Proactively monitor product usage and revenue data to identify and address potential customer health issues.
• Act as a trusted advisor and the preferred Customer Success contact for your clients.

Location and Timezones

• Location: Full-remote, globally distributed.
• We currently hire within timezones ranging from GMT-8 to GMT+2.

Interview Process

Our interview process consists of 5 stages over 2-3 weeks:

1. 30-minute call with Coua (Talent Partner)
2. 30-minute call with Simon (CSM Lead)
3. 30-minute call with Tim (Co-founder)
4. PostHog SuperDay (paid day of work)

Team and Management

• Team: Sales & Customer Success
• Manager: Simon Fisher

Compensation

Please refer to our compensation calculator for details.

Diversity & Inclusion

Read more about how we hire and our commitment to Diversity & Inclusion.