Manager of Technical Success

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Manager of Technical Success

Your Opportunity

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.

What You'll Do

• 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.

Your Qualifications

• 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 14+ 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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Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to [email protected].

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

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