Technical Customer Success Manager

Role overview

You will own the post-sales (technical) relationship for a portfolio of accounts at Honeycomb. You’ll drive customer value and outcomes with technical sponsors and champions, and represent the customer internally to Engineering and Product Management.

Responsibilities

• Manage the post-sales relationship for assigned accounts to ensure customers realize value from Honeycomb.
• Develop, automate, and scale customer lifecycle events (e.g., onboarding, executive business reviews, and new feature announcements).
• Represent customer needs in internal forums with Engineering and Product Management.
• Create and adapt high-quality reusable content.
• Partner with the broader team to grow the brand and business in the region.

Requirements

• Excellent written and verbal technical communication skills.
• Working knowledge of Enterprise software subscription lifecycle and related processes.
• Experience with, or understanding of the SaaS monitoring space (e.g., APM, Logging, Metrics).
• Familiarity with AI tooling (e.g., Claude) to accelerate day-to-day work.
• Working knowledge of SQL and/or BI reporting (Honeycomb uses Mode Analytics).
• Strong organizational skills; ability to manage many concurrent conversations via email and chat.
• At least 3+ years of work experience in SaaS/Enterprise software, preferably in Developer Tools.
• Prior Customer Success, Technical Account Management, Sales, or Customer Services experience.
• Strong process orientation; willingness to test, establish, and document new processes in a startup environment.

Nice-to-haves

• Deep curiosity about data analytics systems and discovering insights from them.