Technical Customer Success Manager - EMEA

ABOUT the company

The company is your product’s context layer. It ingests and stores your analytics, errors, replays, and business data so you and your agents can query and act on it.

We launched out of Y Combinator's W20 cohort [link for members] We've since shipped more than a dozen products, including:

• A suite of analytics and observability tools, including product analytics [link for members] replay vision [link for members] AI observability [link for members] and error tracking [link for members]

• the company MCP [link for members] for users and their agents to query and act on their product and business data

• Data warehouse [link for members] so users can query product and customer data together using custom SQL insights.

We are

• Product-led. More than 500K organizations have installed the company, mostly driven by word-of-mouth. We have intensely strong product-market fit.

• Default alive [link for members] Revenue is growing incredibly quickly, 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 $180m 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, and being as weird as possible [link for members]

THINGS WE CARE ABOUT

• Transparency: Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in our public company handbook [link for members] 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 [link for members] and make product decisions [link for members] Teams are flexible and easy to change when needed.

• Shipping fast: Why not now? [link for members] 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 of cracked engineers [link for members] 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 are meeting-free days [link for members] and we prioritize heads down building time over perfect coordination. This will be the most productive job you've ever had.

• 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 an objectively unnecessary developer toy [link for members] with dubious shareholder value. Doing weird stuff is a competitive advantage. And it's fun.

WHO WE’RE LOOKING FOR

• 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.

• We do not care what your old job title was. We care that you want to talk to customers, own the relationship and help them get more from the company.

• Some of our best TCSMs used to ship code. Now they ship happy customers. Ex-dev, ex-TAM, ex-something-else? All good if you are technical and want to own customers, not just be near them!

WHAT YOU’LL BE DOING

You’ll be the face of the company for anywhere from 25-40 paying customers in the $20k-$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. That means taking care of the technical side (debugging, config advice), the commercial side (pricing questions, credit renewals), and the human side (multi-threading, managing escalations).

Day to day, it looks like

• Building relationships with your users. You should know who the key people are at each company, and they should know you.

• Owning their feedback and making sure it gets to the wider the company team.

• Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing them to support.

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

• Being their favorite ever Customer Success person to work with!

More broadly, you'll watch product usage and revenue data so customer health doesn't move into the red, and act early when it does. Your aim is to never be surprised when a customer tells us they are leaving. If you want to build automations to help you do your job here, go for it!

Interesting reads

• Tyler's blog to see what a day as a TCSM looks like! [link for members]

• Ryan's blog for an engineer's view into the world of customer-facing work [link for members]

This role comprises a base salary component, plus a bonus [link for members] for hitting/exceeding customer retention targets. The salary in our compensation calculator is the OTE (80/20).

WHAT YOU WON’T BE DOING

❌  Taking someone with you to every customer meeting. It’ll normally be you and the customer. Very occasionally, you might bring a product engineer with you, e.g. if they are one of our first customers paying for a new product.

❌  Aggressively pursuing expansion opportunities. This role is primarily focused on retention.

REQUIREMENTS

• Technically capable. You don't need to be an engineer, but you should be comfortable working with code. You troubleshoot issues customers run into (and sometimes even raise PRs yourself to fix bugs) and advise on configuration best practices across all the company products.

• You get how product teams work. You know the roles, how they collaborate, and how they ship features - so you can help them use the company to solve real problems. For example, why running experiments matters, how to use product analytics and session replay together to find drop-off points and test fixes, or when error tracking helps teams ship better.

• Strong customer focus. You need to help our users and remove any blockers to them using the company effectively – not route them elsewhere and move on.

• Able to work at scale. You'll have around 40 customers. You can't treat them all the same, and you won't try to.

NICE TO HAVE

• Experience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines.

• You’ve been in a Pre-sales or Technical Account Manager role before, bringing both technical expertise and commercial acumen.

If you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!

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