Senior Technical Customer Success Manager - WEST

United States
Operations – Customer Success /
Full-time /
Remote
What We’re Building
Honeycomb is a service for the near and present future, redefining observability and raising expectations of what our developer tools can do for us! 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 170-person mark, and were named to Forbes’ America’s Best Startups of 2022 and 2023!! ! In this Senior Technical Customer Success Manager role, you’ll be a joining a growing Customer Success team and helping us to drive adoption of Honeycomb and success of our customers in their journey with Observability in our post-sale accounts. In particular, you’ll be working heavily with our strategic segment of customers, driving success across large, complex engineering organizations

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 remote-first 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. 

What you'll do in the role:

    • Own the post-sales relationship for a portfolio of primarily strategic and enterprise accounts (around 15) based in the West Coast of the Americas, as well as the Asia-Pacific region.
    • Drive value & outcomes with technical sponsors and champions, and help drive adoption and evangelization across large strategic organizations
    • Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/under utilization and user engagement.
    • Lead the development of repeatable strategic motions to be used across the rest of the Enterprise customer base
    • Create or adapt high-quality reusable content including trainings, talks, blog posts, white papers, demos and examples
    • Represent and champion the customer in internal meetings with Engineering and Product Management
    • Partner with the rest of our team in West/APAC to grow our brand and business in the region
    • Develop a strong conceptual understanding of Cloud Native best practices and the OpenTelemetry ecosystem
    • Keep up to date on Honeycomb technologies and product offerings

What you'll bring:

    • At least 5+ years of overall work experience in the SaaS or Enterprise software industry - preferably in the Developer Tools space
    • Previous Customer Success, Technical Account Management, Sales or Customer Services experience
    • Must be in Pacific or Mountain Time Zone
    • Strong organizational skills and ability to handle many simultaneous conversations in email and chats
    • Deep process orientation and willingness to test, establish and document new processes in a startup environment
    • Love of data analytics systems along with the desire and curiosity to explore and discover new information within them
    • Working knowledge of the Enterprise software subscription lifecycle and associated processes
    • Excellent written and verbal technical communication skills
    • Nice To Haves:
    • 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)

What you'll get when you join the hive:

    • Base + commission for on target earnings (OTE) of $170,000 - $200,000 based on level of experience
    • 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
    • Compensation benchmarked to San Francisco market - no matter where you live (or move)!
    • 401k plan to help you plan for your future
    • A remote-first mindset and culture (really!)
    • 100% employee coverage for Health, Dental, Vision, Life and Disability insurance and 75% for dependents
    • Time to Recharge - In addition to our Unlimited PTO policy, we provide ~23 days off through out the year. This includes a company wide break at the end of the year, and we honor having at least one three day weekend a month (if there is not already a locally observed holiday that month, we add one!)
    • Pick Your Perk - $600 a year to spend on the perks that you care about most
    • Work Life Balance and Flexible Schedule options
    • The tech you need AND a $500 Home Setup Stipend
    • $200 Reimbursement for Cell/Wifi/CoWorking
    • $1500+ Annual Professional Development Allowance
    • Up to 16 weeks of paid parental leave, regardless of path to parenthood
    • Maven Inclusive Family-Building benefit including unlimited virtual appointments, coaches & counselors, and $10K ‘wallet’ to support adoption, surrogacy, IVF, and egg/sperm freezing
    • Modern Health well-being benefit including self guided resources and access to 12 mental health and 8 coaching sessions - at no additional cost to you.
    • Semi-annual performance conversations (we call them Review & Rewards conversations) - so you know where you stand, and how you’ll be rewarded for your impact
    • Annual compensation review, benchmarking to industry and inflation changes
Diversity & Accommodations:
We're building a diverse and inclusive workplace where we learn from each other, and welcome nontraditional candidates, and people of all backgrounds, experiences, abilities and perspectives. You don't need to be a millennial to join us, all gens are welcome! Further, we (of course) follow federal and state disability laws and are happy to provide reasonable accommodations during the application phase, interview process, and employment. Please email Talent@honeycomb.ioto discuss accessible formats or accommodations. As an equal opportunity employer our hiring process is designed to put you at ease and help you show your best work; if we can do better - we want to know!