Senior Technical Customer Success Manager

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 unlimit ... (truncated, view full listing at source)