Technical Account Manager

What you’ll be doing

We've proven that our customers do best when a small number of people own the relationship end-to-end. The TAM+CSM pair work together on all of our current customers with expansion potential – you bring the commercial and relationship depth, your CSM brings the technical depth, and together you're an extension of the customer's team.

Technical Account Managers have an existing book of business. These are engaged, high-paying ($20k+/yr) customers who we think have huge expansion potential. Some of these people have never talked to us before!

Your focus

• Multi-threading. Most of our customers start with one champion in one team. Your job is to turn that into relationships across product, engineering, data, platform, and leadership – so PostHog becomes the default choice whenever a new team has a question, our products can answer.
• Selling up. Expansion and cross-sell often require a senior sponsor. You'll build relationships with directors, VPs, and execs, understand their goals, and position PostHog against those. When a customer is evaluating a platform decision, you want to be in the room.
• Driving multi-product adoption. We're finding customers organically using two, three, or even four PostHog tools at a time. Your challenge is to accelerate that without forcing people into tools they don't need.
• Owning customer feedback and getting it to the wider PostHog team. You'll work directly with product teams – we don't believe in bureaucracy here.
• Being hyper responsive. You need to feel like an extension of a customer's existing team. We try to do as much customer comms in Slack as possible.
• Partnering closely with a CSM. You'll jointly own the account strategy, trade off who leads which conversations, and make sure the customer experiences a single, coordinated team.

This role has a base salary component plus commission for hitting/exceeding sales targets - the salary in our compensation calculator is your expected total pay for on-target earnings.

What you won’t be doing❌ Taking someone with you to every customer meeting. It’ll normally be you and the customer. Very occasionally, you might bring a product engineer with you, e.g. if they are one of our first customers paying for a new product.

❌ Owning the deep technical implementation work solo. Your CSM partner takes the lead on that, and you'll tag in where it helps the commercial conversation.

❌ Automating everything. A big part of this role will be ‘inefficiently’ building a lot of white-glove, 1-1 customer relationships, so you can’t just rely on email sequences.

Requirements

• Strong relationship-building skills across seniority levels. You can move fluidly from a conversation with an IC engineer to a 30-minute slot with a VP, and leave both feeling like you understood what they care about. You enjoy meeting new people inside an account and finding reasons to stay in touch.
• Commercially-minded. You're excited about growing and retaining revenue. If we've never spoken to a particular customer, you'll get creative to engage them. You think in terms of account strategy over 12-24 months, not just the next deal.
• Able to go broad on PostHog's products. You should be able to demo any of our products confidently and articulate the value of each, including the more technical ones like Feature Flags and Data Warehouse. You don't need to be a developer – your CSM partner handles the deep technical work – but you need enough fluency to be credible with a technical audience and know when to bring your CSM in.
• Good at handling relationships strategically. Helping a customer achieve their goals over time, expanding their usage and buying more products from us as they do so, while saying no to customers we're not right for.

Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively.

Nice to have

• Experience selling or managing accounts with senior technical buyers (VP Engineering, CTO, Head of Platform, Head of Data).
• 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 the owner of several customers in the $20k-100k+ ARR range previously, with evidence of growing them through expansion and cross-sell rather than just renewal.…