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About the role
Key responsibilities & impact- Building relationships with your users. You should know who the key people are at each company, and they should know you.
- Owning their feedback and making sure it gets to the wider PostHog team.
- Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing to support.
- Being super responsive to their Slack messages, support tickets, and emails.
- Being their favorite ever Customer Success person to work with!
- More broadly, you'll watch product usage and revenue data so customer health doesn't move into the red, and act early when it does.
- Your aim is to never be surprised when a customer tells us they are leaving. If you want to build automations to help you do your job here, go for it!
Requirements
What you’ll need- Technically capable. You don't need to be an engineer, but you should be comfortable working with code. You troubleshoot issues customers run into (and sometimes even raise PRs yourself to fix bugs) and advise on configuration best practices across all PostHog products.
- You get how product teams work. You know the roles, how they collaborate, and how they ship features - so you can help them use PostHog to solve real problems. For example, why running experiments matters, how to use product analytics and session replay together to find drop-off points and test fixes, or when error tracking helps teams ship better.
- Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively – not route them elsewhere and move on.
- Able to work at scale. You'll have around 40 customers. You can't treat them all the same, and you won't try to.
- Nice to have: Experience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines.
- You’ve been in a Pre-sales or Technical Account Manager role before, bringing both technical expertise and commercial acumen.
Benefits
Comp & perks- Transparency: Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in our public company handbook. Internally, we share revenue, notes and slides from board meetings, and fundraising plans, so everyone has the context they need to make good decisions.
- Autonomy: We don’t tell anyone what to do. Everyone chooses what to work on next based on what's going to have the biggest impact on our customers, and what they find interesting and motivating to work on. Engineers lead product teams and make product decisions. Teams are flexible and easy to change when needed.
- Shipping fast: Why not now? We want to build a lot of products; we can't do that shipping at a normal pace. We've built the company around small teams – autonomous, highly-efficient groups of cracked engineers who can outship much larger companies because they own their products end-to-end.
- Time for building: Nothing gets shipped in a meeting. We're a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meeting-free days, and we prioritize heads down building time over perfect coordination. This will be the most productive job you've ever had.
- Ambition: We want to solve big problems. We strongly believe that aiming for the best possible upside, and sometimes missing, is better than never trying. We're optimistic about what's possible and our ability to get there.
- Being weird: Weird means redesigning an already world-class website for the 5th time. It means shipping literally every product that relates to customer data. It means building an objectively unnecessary developer toy with dubious shareholder value. Doing weird stuff is a competitive advantage. And it's fun.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingconfiguration best practicesproduct analyticssession replayerror trackingA/B testingdata warehousesdata pipelinesfeature flagsautomations
Soft Skills
customer focusrelationship buildingresponsivenessproblem-solvingcollaborationcommunicationadaptabilityscalabilitycommercial acumenuser advocacy