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Vice President, Customer Success & Technical Support

Remote - United States
What We’re Building
Honeycomb is a service for the near and present future, defining observability and raising expectations of what developer tools can do! 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 200-person mark, and were named to Forbes’ America’s Best Startups of 2022 and 2023! 
 
If you want to see what we’ve been up to, please check out these blog posts and Honeycomb.io press releases. 
 
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. #LI-Remote

Little more about the team:

Our Customer Success organization is central to Honeycomb’s promise of value and our customers’ ongoing success. This role will oversee:
  • A global Customer Success Management (CSM) team focused on adoption, retention, and expansion.
  • A Technical Customer Support team ensuring product issues are resolved quickly and accurately.
  • Customer renewals strategy and forecasting, in close partnership with the Revenue Operations and Sales teams.
  • As the VP of Customer Success, you’ll shape the vision and strategy for all post-sale customer engagement. You will collaborate extensively with Product, Sales, and Marketing to drive net retention, build strong customer advocacy, and evolve our customer experience at scale.

What you’ll do in the role:

Healthy & inclusive team builder
  • Build and lead a global Customer Success and Technical Support organization where diverse voices are valued and each team member’s growth matters.
  • Implement and champion inclusive policies and processes (e.g., structured hiring, transparent performance feedback) to cultivate high morale and strong collaboration.
  • Foster an environment where healthy conflict is encouraged, and individuals feel safe challenging ideas to reach the best outcomes.
Strategic thinking that moves mountains
  • Own the multi-year strategy for Customer Success and Support, aligning roadmaps and initiatives with Honeycomb’s broader business objectives.
  • Drive growth by crafting programs that improve product adoption, reduce churn, and increase account expansions and renewals.
  • Partner with Product, Marketing, and Engineering to ensure customer insights inform our product roadmap and future improvements.
Courageous communicator & motivator
  • Communicate a clear vision for our global Customer Success organization, keeping teams aligned through shifts in market conditions or company priorities.
  • Serve as a powerful spokesperson and escalation point for high-level customer interactions and strategic executive briefings.
  • Deliver consistent, transparent updates on customer health, retention forecasts, and cross-functional initiatives—especially when decisions may be tough or unpopular.-
Develops self & others
  • Mentor a strong bench of senior leaders, nurturing future VPs/Directors within the CS org and ensuring robust succession planning.
  • Invest in professional development plans for each team member, supporting them in achieving short- and long-term career goals.
  • Seek ongoing improvement of your own leadership approach—solicit peer feedback and stay current on industry best practices in Customer Success.
Think like an owner
  • Take full ownership of the post-sale customer journey—from onboarding through renewal—ensuring alignment with revenue targets and overall company strategy.
  • Manage budgets and resources effectively, balancing investments in growth with operational discipline.
  • Proactively identify and solve business challenges that extend beyond your function, collaborating cross-departmentally for the greater good of Honeycomb.
Align with company goals
  • Define and track metrics (e.g., Net Retention Rate, Customer Satisfaction, Support Response Times) that align with top-level Honeycomb objectives.
  • Collaborate with Sales and Marketing to streamline the end-to-end customer journey, unifying reporting and targets across funnels.
  • Represent the voice of the customer at the executive table, influencing company-wide decisions to ensure that “customer-first” remains more than just a slogan.

What you’ll bring to the role:

  • Extensive leadership experience in Customer Success and Technical Support with global team management experience.
  • Proven track record driving net retention and renewal rates, ideally within SaaS or enterprise software.
  • Strong technical aptitude; comfortable engaging with software engineering leadership on observability, DevOps, or cloud-native topics.
  • Demonstrated success building a diverse and inclusive organizational culture and developing future leaders.
  • Exceptional communicator with a history of uniting distributed teams around clear strategic objectives.
  • Experience leading large-scale organizational change, aligning cross-functional executives, and navigating complex enterprise-level customer needs.
  • Data-driven approach to forecasting, resource allocation, and program measurement.
  • A deep sense of ownership, consistently going above and beyond departmental boundaries to support overall company success.

What you'll get when you join the Hive:

  • A stake in our success - generous equity with employee-friendly stock program
  • It’s not about how strong of a negotiator you are - our pay is based on transparent levels relative to experience
  • Time to recharge - Unlimited PTO and paid sabbatical
  • A remote-first mindset and culture (really!)
  • Home office, co-working, and internet stipend
  • 100% employee/75% for dependents coverage for all benefits 
  • Up to 16 weeks of paid parental leave, regardless of path to parenthood
  • Annual development allowance 
  • And much more...
Please note we cannot currently sponsor or support visa transfers at this time. Additionally, in compliance with applicable law, all persons hired will be required to verify identity and eligibility to work.
 
Diversity & Accommodations:
We're building a diverse and inclusive workplace where we learn from each other, and welcome nontraditional candidates, and people of all backgrounds, experiences, abilities and perspectives. Further, we (of course) follow federal and state disability laws and are happy to provide reasonable accommodations during the application phase, interview process, and employment. Please email talent@honeycomb.io to discuss accessible formats or accommodations. As an equal opportunity employer our hiring process is designed to put you at ease and help you show your best work; if we can do better - we want to know! 
 
Privacy Notice:
If you apply for a job at Honeycomb and your application is unsuccessful (or you withdraw from the process or decline our offer), Honeycomb will retain your information after your application for a period of time in accordance with local laws. We retain this information for various reasons, including in case we face a legal challenge in respect of a recruitment decision, to consider you for other current or future jobs at Honeycomb, and to help us better understand, analyze and improve our recruitment processes.
 
For more information regarding our privacy practices please see the Honeycomb Privacy Notice.
 
If you do not want us to retain your information for consideration for other roles, or want us to update it, please contact privacy@honeycomb.io. Please note, however, that we may retain some information if required by law or as necessary to protect ourselves from legal claims. 

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