Job Description
We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!
Your opportunity
Are you a results-driven leader ready to redefine how we deliver value to the heart of our customer base?
This is a high-impact opportunity to lead our Commercial Technical Success Management (TSM) team across the EMEA and APAC regions. In this role, you will take direct ownership of the strategy for our 0–$100k ACR segment, ensuring that hundreds of growing businesses achieve rapid time-to-value (TTV) and long-term success with our platform.
You will enjoy the autonomy to scale a regional hub while acting as a vital partner to our Commercial Account Executive (AE) managers. This is a position for a "servant leader" who thrives in a fast-paced environment and wants to play a defining role in stopping churn through innovation and technical excellence.
What you'll do
Lead Scale: Manage and grow regional hubs in EMEA and APAC, delivering a rapidly expanding catalog of services that drive product adoption and customer satisfaction.
Innovate the Workflow: Act as a pioneer for the team by implementing new AI and Automation tools into procedures to accelerate TTV and proactively mitigate churn.
Strategic Partnership: Partner closely with Commercial Sales leadership to engage with existing customers, aligning technical success with business goals.
Drive Resolution: Act as the ultimate point of escalation for account issues, coordinating across Technical Support, Sales, and Engineering to ensure swift resolution.
Mentor Develop: Build and motivate a high-performing team of TSMs, focusing on professional growth, empowerment, and a culture of continual improvement.
Thought Leadership: Contribute to the broader organization's vision for business transformation and the evolution of the customer experience.
This role requires
Proven Management: Direct experience leading technical customer success, professional services, or technical account management teams within a SaaS environment.
Operational Architect: The ability to design and deliver support models that scale with growth while remaining aligned with specific customer segments.
Technical Fluency: A strong understanding of modern web/mobile application architecture and the ability to speak the "language" of technical customers.
Commercial Acumen: A deep understanding of value drivers in recurring revenue business models and how to translate technical milestones into ROI.
Bonus points if you have
Global Perspective: Experience managing distributed teams across diverse cultural and commercial landscapes in EMEA and APAC.
Service Delivery Roots: A combined background in technical architecture and post-sales service delivery.
Agility: A track record of learning and adapting quickly within high-growth, dynamic environments.
Please note that visa sponsorship is not available for this position.
Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
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