Technical Account Manager - SF based

📋 Description

• • Serve as the primary point of contact for high-value PostHog customers ($20k+/year ARR), building and maintaining deep, trusted relationships across multiple roles within client organizations—from individual contributors to C-level executives.
• • Multi-thread customer accounts by expanding PostHog’s presence beyond initial champions to include engineering, product, data, platform, and leadership teams, positioning PostHog as the default platform for product insight and growth.
• • Drive multi-product adoption by identifying and nurturing opportunities for customers to adopt additional PostHog tools (e.g., Data Warehouse, CDP, AI Analyst, Feature Flags) without pushing unnecessary features, ensuring product-market fit drives expansion.
• • Sell strategically to senior leaders (VPs, Directors, CTOs) by understanding their business goals, speaking their language, and positioning PostHog as a strategic platform rather than a tactical tool.
• • Partner closely with a Customer Success Manager (CSM) to co-own account strategy, divide responsibilities based on commercial vs. technical needs, and ensure customers experience a unified, seamless support ecosystem.
• • Conduct product demos confidently across all PostHog offerings, articulating the value and integration of each tool without requiring deep technical handoffs for basic questions.
• • Act as an extension of the customer’s team by responding quickly and proactively via Slack and other channels, removing blockers and ensuring high satisfaction and retention.
• • Identify and prioritize accounts with the highest expansion potential, focusing energy on customers aligned with PostHog’s ideal customer profile, and avoiding low-impact engagements.
• • Collect and synthesize customer feedback on product usage, pain points, and feature requests, and directly relay insights to relevant product teams to accelerate product iteration and alignment.
• • Own long-term account growth over 12–24 months, focusing on strategic expansion and retention—not just renewal—by aligning PostHog’s roadmap with evolving customer business outcomes.
• • Operate with full autonomy: choose which opportunities to pursue, how to engage customers, and when to escalate technical work to the CSM or engineering team based on commercial impact.
• • Work asynchronously as a fully remote team member, prioritizing deep work over meetings, with Tuesdays and Thursdays designated as meeting-free days to maximize productivity.
• • Maintain transparency and authenticity by aligning all customer interactions with PostHog’s public values: shipping fast, being weird, and building for end users over process.
• • Engage in customer communications primarily via Slack and written channels (PRs > Slack > Issues), avoiding over-reliance on scheduled meetings or automated sequences.
• • Do not lead deep technical implementations—those are handled by the CSM partner—but know when to tactfully involve them to strengthen the commercial conversation.
• • Avoid attending every customer meeting with a teammate; most interactions are one-on-one with the customer.
• • Do not automate relationships—prioritize personalized, high-touch engagement even if it’s inefficient, as this is critical to expanding enterprise adoption.