Honeycomb.io

Senior Technical Customer Success Manager

Honeycomb.io

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $170,000 - $200,000 per year

Job Level

Senior

Tech Stack

Cloud

About 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 based in the East Coast Region.
  • 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 prioritisation.
  • 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.

Requirements

  • 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.
  • Based in EST or CST.
Benefits
  • 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
  • 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...

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessTechnical Account ManagementSolution ConsultingStrategySaaSEnterprise softwareObservabilityAPMMonitoringDevOps
Soft skills
CommunicationStorytellingOrganizational skillsDetail-orientedEmpathyRelationship buildingConsensus buildingInfluencingAdaptabilityProcess development