Senior Technical Success Manager

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!

Your opportunity

New Relic is currently looking for a Senior Technical Success Manager to join our core team and support our growth. We highly welcome candidates who have experience in daily discussions with various engineering roles such as SREs, software development engineers, and infrastructure engineers, or who have frequent opportunities for technical communication with CTOs and tech leads. Since many of our team members are involved in actual service development and operations, this role allows you to immediately apply your field experience, so please rest assured even if you have limited experience in external customer service. We have comprehensive onboarding training available.

The main responsibilities of a Technical Success Manager include working with New Relic sales, Solutions Consultants, Technical Support Engineers, and marketing teams to promote post-contract utilization and support business improvements, ensuring customers effectively use our best-in-class New Relic solutions for their business. You will also analyze the usage status of existing customers and help build an environment where various employees can operate in a data-driven manner.

As a Technical Success Manager at our company, you will provide technical support across various industries and systems, allowing you to grasp a wide range of technologies, customer business needs, and market trends. You can build an exciting career that embodies the essence of customer success: helping customers grow after signing, building trust, and creating a virtuous cycle of customer success and improved business performance. We have a wealth of success stories and know-how cultivated through our activities to date. We look forward to receiving applications from those who are passionate about working closely with customers and pursuing goals together.

What you'll do

• Ensure customer onboarding, adoption into user environments, and continuous usage to lead customers to success.
• Demonstrate technical leadership in all aspects of New Relic products and services.
• Support customer training so they can resolve real-time performance issues using New Relic.
• Monitor customer status to identify churn risks and proactively work to eliminate those risks.
• Collaborate with other Technical Support Engineers, Solution Consultants, and Sales to resolve customer issues quickly.
• Gather customer feedback and share it internally to help New Relic provide better services.
• Act as a specialist in specific business domains to lead team members in addressing industry-specific challenges, promoting the pursuit and expansion of individual and team potential. Provide planned professional development to ensure everyone has the opportunity to do their best work.

This role requires

• Experience in designing and developing applications professionally (backend and/or frontend).
• Professional experience in building systems using public cloud services such as AWS, Azure, or GCP.
• Experience in troubleshooting systems running in production, including full-cycle incident management from problem detection to permanent resolution.
• Experience in proposing and negotiating with customers or stakeholders in other internal departments.
• 7+ years of experience in IT professional services, SaaS vendors, or Customer Success is preferred.
• Experience in successfully leading large-scale, complex customer support engagements and increasing customer satisfaction. Understanding of Web/Mobile application development and architecture. Ability to adapt technical concepts and features to business needs. Interest in customer business success and the ability to catch up quickly. Experience with cloud platforms such as AWS, Azure, or Cloud Foundry is a plus.
• 3+ years of experience leading people or teams to success and managing responsive software support operations.
• Ability to clearly explain the importance of customer experience and engage others to achieve better results while bridging the gap between business needs and technical details.
• Demonstrated communication, personnel management, and coaching skills.
• Passion for identifying, defining, and solving problems, in addition to data collection, analysis, and interpretation skills.

Bonus points if you have

• Experience leading projects involving multiple people.
• Experience in external presentations, such as speaking at events or seminars.
• Experience in technical coaching/capability development for engineers inside or outside the company.
• Ability to read, write, and communicate in English is a plus.

Please note that visa sponsorship is not available for this position.

#LI-RT #LI-Hybrid

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.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

Review our Applicant Privacy Notice at