Manager, Commercial Technical Success
New Relic
full-time
Posted on:
Location Type: Remote
Location: Ireland
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Tech Stack
About the role
- 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.
Requirements
- 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.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaStechnical account managementweb application architecturemobile application architectureAI toolsautomation toolssupport modelsservice deliverytechnical architecturecustomer success
Soft Skills
leadershipmentoringteam buildingcommunicationstrategic thinkingproblem-solvingadaptabilitycultural awarenesscustomer engagementprofessional growth