Manager - Technical Success

Are you ready to shape the future of observability by guiding a team dedicated to technical success? At New Relic, we are looking for a Manager, Technical Success Management to lead, stabilize, and nurture a high-performing post-sales team. In this role, you will guide a dedicated team of Technical Success Managers (TSMs) to drive customer value within a consumption-based business model. You will foster high performance, support Enterprise account engagements, and build strong foundational relationships with customer teams to drive absolute confidence in our partnership. You will maximize your team's effectiveness by empowering them to succeed, delivering a significant impact to the organization while continuing to make strong individual contributions.

• Drive accountability for high performance by setting clear expectations, providing equitable support, and empowering your team to identify and solve problems.
• Hire, nurture, and mentor top talent to successfully support Enterprise accounts using collaborative tools like the 'Coach the Coach' framework and DiSC profiles.
• Implement rigorous operational frameworks across critical value pillars, guide Mutual Action Plans (MAPs) for major accounts, and codify 'Winning Playbooks' to enable team success.
• Act as the ultimate trusted advisor by moving beyond foundational relationships to establish strong connections with VP and C-level customer personas.
• Take ownership of maintaining continuous customer engagement by prioritizing regular interactions and in-person meetings outside of standard Customer Business Reviews (CBRs) to build absolute confidence in the partnership.
• Present 'Business Outcomes' instead of just reporting deliveries, quantifying efficiency and revenue protection to ensure renewals become an easy 'yes' for the CFO.
• Proactively facilitate internal "Loss Reviews" for account churn to extract objective learnings, identify systemic gaps, and codify preventative strategies as a team.
• Work with Pre-Sales leadership to bridge the gap between 'Land' and 'Expand' motions, shadow key Enterprise POCs, and align resources to remove obstacles to execution.
• Partner closely with the expansion cohort of the sales business to continuously elevate customer sentiment and drive shared success.

• 3-5 years of experience managing post-sales technical success teams, technical account management teams, or solutions consulting teams.
• Graduation (B.Tech / B.E) or equivalent higher education.
• Exceptional communication and negotiation skills with the ability to manage and influence diverse internal and external stakeholders without direct authority.
• Possess the ability to build and stabilize a team, having successfully steered groups through transitions.
• Presents themselves with a leadership style fostering a learning environment, celebrating risk-taking, and connecting people to development opportunities.
• Maintain excellent foundational relationships with customer teams, ensuring zero major escalations and securing public customer advocacy. 
• Act quickly to tackle difficult problems, critically evaluate situations to develop solutions that address root causes, and thoughtfully guide the team through change.

Bonus Points If:

• You have 3+ years of hands-on experience in technical consulting, solutions architecture, or technical account management, with a focus on cloud, DevOps, observability, or SaaS technologies.
• You possess deep technical knowledge of Observability concepts (APM, Infrastructure, Log Management) and the ability to articulate technical value to both engineers and leadership.
• You have prior experience and a strong understanding of working within a consumption-based business model.

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