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 200-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
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 East Coast of the Americas
- 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 Eastern or Central Time
- 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
- 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)
Nice To Haves:
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
- Time to recharge - Unlimited PTO and paid sabbatical
- A remote-first mindset and culture (really!)
- Home office, co-working, and internet stipend
- 100% employee/75% for dependents coverage for all benefits
- Up to 16 weeks of paid parental leave, regardless of path to parenthood
- Annual development allowance
- And much more...
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 [email protected] 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!
Top Skills
What We Do
HoneyComb manufactures fully autonomous drones with integrated data processing. Industries that we service include agriculture, forestry, surveying, and land management.
