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Technical Customer Success Manager

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

What you’ll do in the role:

  • Own the post-sales relationship for a portfolio of accounts (around 25) based in the Central and East Coast Region.
  • 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 on the East to grow our brand and business in the region.
  • Keep up to date on Honeycomb technologies and product offerings.

What you’ll bring to the role:

  • 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.
  • Must be in Eastern or Central Time Zone.
  • 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.
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).

On Target Earnings (OTE) for this role is USD $124,500 - $157,500 based on level of experience (Base + Commission)

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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