Senior Technical Customer Success Manager at Honeycomb.io

United States

$147k - $175k

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 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. #LI-Remote 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. 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) based on level of experience (Base + Commission) $147,000—$175,000 USD 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 with unlimited PTO A distributed-first mindset and culture (really!) 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... 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. Phishing and Recruitment Scam Warning: We take your security seriously. Please be aware that recruitment scams are increasingly common and scammers may create email addresses or websites to impersonate Honeycomb employees. To help protect you: All communications will come from an @honeycomb.io email address We occasionally work with external recruiting agencies. These partners will use legitimate business email addresses—never personal accounts like Gmail or Yahoo. Our recruiting process will never ask you to provide financial or sensitive personal information, including but not limited to: Social security or tax identification numbers Credit card numbers Bank account information Diversity & Accommodations: We're committed to building a diverse, inclusive, and equitable workplace—where people of all backgrounds, identities, experiences, and abilities are welcomed, valued, and supported. We recognize that there is no single path to success and embrace nontraditional career journeys and diverse perspectives as key to building stronger, more innovative teams. We strive to ensure an inclusive experience throughout every stage of our hiring process and are happy to provide reasonable accommodations as needed. If you require accommodations or accessible formats at any point during our hiring process, please let your recruiter know. As an equal opportunity employer our hiring process is designed to put you at ease and help you show your best work. If there’s anything we can do to improve your experience, we’re always open to feedback. 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.