Senior Technical Customer Success Manager- WEST COAST
honeycomb.io · United States
- Hybrid
- Full-time
- $161,000 / year
- United States
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Job highlights
- Advise strategic customers on realizing value from Honeycomb.
- Own post-sales relationships and drive adoption and retention.
- Translate business goals into technical strategies.
- Build relationships with senior stakeholders and drive advocacy.
- Influence product roadmap with customer feedback.
About the role
About Honeycomb
Honeycomb is defining observability and raising expectations of what developer tools can do. We’re working with well-known companies like HelloFresh, Slack, LaunchDarkly, and Vanguard across a range of industries. This is an exciting time in our trajectory; we’ve closed Series D funding, scaled past the 200-person mark, and were named to Forbes’ America’s Best Startups of 2022 and 2023! We are a fully distributed 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
- Serve as a trusted advisor for a portfolio of strategic and enterprise customers, helping them realize business value from their investment in Honeycomb.
- Own the post-sales relationship for a portfolio of accounts.
- Translate business goals into actionable technical strategies and align customer use cases with Honeycomb capabilities.
- Build and grow relationships with senior stakeholders, technical champions, and executive sponsors to drive adoption, retention, and advocacy.
- Lead and continuously improve customer lifecycle programs: onboarding, business reviews, stakeholder engagement, feature adoption, and expansion.
- Identify repeatable success patterns and scale best practices across the customer base, helping codify strategic motions for use by the broader team.
- Represent the voice of the customer to Product, Engineering, and GTM teams to influence roadmap and prioritization.
- Contribute to high-quality customer-facing content such as trainings, blog posts, white papers, and demos, making complex topics accessible to a broad audience.
- Stay informed on industry trends in observability, cloud-native development, and OpenTelemetry, and advise customers on how to align their practices.
- Collaborate with the broader team to expand Honeycomb’s presence and reputation across the region.
What You’ll Bring To The Role
- 5+ years of experience in Customer Success, Technical Account Management, Solution Consulting, or Strategy roles within SaaS or Enterprise software environments.
- Proven track record of influencing business decisions and building consensus across technical and non-technical stakeholders.
- Experience working with Enterprise customers in complex, cross-functional environments.
- Strong communication and storytelling skills, with an ability to explain technical concepts in business terms and vice versa.
- Organized, detail-oriented, and capable of managing multiple customer relationships with a high degree of empathy and care.
- Comfortable working in fast-paced, startup-like environments and contributing to process development and continuous improvement.
- Experience in observability, APM, monitoring, or DevOps platforms.
- Located in PST or MST.
Bonus Points
- 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).
What You'll Get When You Join The Hive
- A stake in our success - generous equity with employee-friendly stock program.
- Transparent pay based on levels relative to experience.
- Unlimited PTO.
- A distributed-first mindset and culture.
- Home office, co-working, and internet stipend.
- Full benefits coverage for employees, with additional coverage available for dependents.
- Up to 16 weeks of paid parental leave, regardless of path to parenthood.
- Annual development allowance.
- And much more...
Key skills/competency
- Customer Success
- Technical Account Management
- SaaS
- Enterprise Software
- Observability
- APM
- DevOps
- Relationship Building
- Communication Skills
- Strategic Planning
Skills & topics
- Customer Success Manager
- Technical Account Manager
- SaaS
- Enterprise Software
- Observability
- APM
- DevOps
- Cloud-Native
- Customer Relationships
- Technical Support
- Honeycomb.io
- Remote Work
- PST
- MST
How to get hired
- Tailor your resume: Highlight your 5+ years in Customer Success, Technical Account Management, or similar SaaS/Enterprise software roles, emphasizing experience with observability and DevOps platforms.
- Showcase your impact: Quantify your achievements in customer retention, adoption, and driving business value. Mention experience with enterprise clients and complex environments.
- Prepare for technical discussions: Be ready to discuss your understanding of observability, APM, monitoring, and cloud-native development. Familiarity with SQL or BI tools is a plus.
- Demonstrate communication skills: Prepare examples of how you explain complex technical concepts to business stakeholders and vice versa, and how you build consensus.
- Research Honeycomb's culture: Understand their distributed-first approach, values, and focus on impact and culture.
Technical preparation
Deepen knowledge of observability, APM, and monitoring concepts.,Practice explaining technical challenges and solutions clearly.,Familiarize with cloud-native development and OpenTelemetry.,Review SQL and BI reporting tools like Mode Analytics.
Behavioral questions
Describe a time you advised a customer on technical strategy.,How do you build consensus with technical and non-technical stakeholders?,Share an example of improving a customer lifecycle program.,How do you handle representing the 'voice of the customer'?
Frequently asked questions
- What are the key responsibilities for a Senior Technical Customer Success Manager at Honeycomb?
- As a Senior Technical Customer Success Manager at Honeycomb, you will serve as a trusted advisor to strategic and enterprise customers. Your primary responsibilities include owning the post-sales relationship, translating business goals into technical strategies, driving customer adoption and retention, and representing the voice of the customer to internal teams to influence product roadmap.
- What experience is required to be considered for the Senior Technical Customer Success Manager role at Honeycomb?
- Honeycomb requires candidates for the Senior Technical Customer Success Manager position to have 5+ years of experience in Customer Success, Technical Account Management, Solution Consulting, or Strategy roles within SaaS or Enterprise software. Experience in observability, APM, monitoring, or DevOps platforms is essential, along with a proven track record of influencing business decisions and building consensus.
- What is the work environment like at Honeycomb for this role?
- Honeycomb operates as a fully distributed company, emphasizing that success is based on delivery, not location. They foster a culture of trust, autonomy, and accountability, investing in their people and offering a remote-first mindset with support for home office setups.
- What are the desired qualifications beyond the core requirements for the Senior Technical Customer Success Manager at Honeycomb?
- Bonus points for candidates applying to the Senior Technical Customer Success Manager role at Honeycomb include working knowledge of SQL and/or BI reporting tools like Mode Analytics, as well as experience or understanding of the broader SaaS Monitoring space, including other APM, Logging, or Metrics vendors.
- How does Honeycomb compensate its Senior Technical Customer Success Managers?
- The compensation for a Senior Technical Customer Success Manager at Honeycomb is structured as On Target Earnings (OTE), which includes a base salary plus commission. For this role, the OTE ranges from $147,000 to $175,000 USD, depending on the level of experience.
- What are the benefits offered to employees at Honeycomb?
- Honeycomb offers a comprehensive benefits package, including generous equity with an employee-friendly stock program, transparent pay, unlimited PTO, a distributed-first culture, home office/internet stipends, full benefits coverage (with dependent options), up to 16 weeks of paid parental leave, and an annual development allowance.
- Does Honeycomb sponsor visas for the Senior Technical Customer Success Manager position?
- Honeycomb currently cannot sponsor or support visa transfers for this role. All individuals hired will be required to verify their identity and eligibility to work in the country where they are employed.
- How can I ensure my application stands out for the Senior Technical Customer Success Manager role at Honeycomb?
- To make your application stand out for the Senior Technical Customer Success Manager role at Honeycomb, clearly articulate your experience in managing enterprise SaaS accounts, your technical understanding of observability and related fields, and your ability to translate technical features into business value. Highlight your proactive approach to customer success and your contributions to process improvement in fast-paced environments.
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