Job Overview
Location
Remote
Job Type
Full-time
Category
Data Science
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for 25–40 enterprise customers in the $20k–$100k+ ARR range, ensuring retention and growth through proactive engagement.
- • Build and maintain strong relationships with key stakeholders at each customer organization, becoming their trusted advisor and favorite Customer Success representative.
- • Investigate and resolve technical issues independently—debugging configurations, interpreting product behavior, and occasionally submitting PRs to fix bugs—without defaulting to escalation.
- • Respond promptly and effectively to customer inquiries via Slack, support tickets, and email, ensuring no issue goes unresolved or unacknowledged.
- • Monitor product usage and revenue health metrics to identify at-risk accounts early and intervene before churn occurs.
- • Own and synthesize customer feedback, ensuring it is accurately communicated to product, engineering, and sales teams to drive product improvements.
- • Advise customers on best practices for using PostHog’s full suite of products, including product analytics, session replay, feature flags, A/B testing, data warehouses, and custom SQL insights.
- • Understand how product teams operate, including collaboration workflows and shipping cycles, to help customers leverage PostHog for real product development challenges.
- • Manage commercial aspects of customer relationships, including pricing questions, contract renewals, and credit adjustments, without requiring sales or finance intervention.
- • Operate autonomously with full ownership of customer outcomes, making decisions based on impact and customer needs rather than rigid playbooks.
- • Work asynchronously as part of a fully remote team, prioritizing deep work over meetings; Tuesdays and Thursdays are meeting-free days to maximize building time.
- • Avoid aggressive expansion sales; focus exclusively on retention, satisfaction, and long-term customer success.
- • Use data and automation to scale your impact—build tools or workflows to improve efficiency and proactively address customer needs.
- • Act as the first and often only line of technical support for customers, functioning as the expert without relying on sales engineers or support specialists.
- • Engage with both sales-qualified and self-serve customers, adapting your approach based on their onboarding journey and technical maturity.
- • Maintain transparency by referencing and contributing to PostHog’s public handbook, aligning your actions with company values of autonomy, shipping fast, and being weird.
- • Never be surprised by customer churn; anticipate risks through data, behavior, and relationship insights.
🎯 Requirements
- • Technically capable: Comfortable working with code, troubleshooting technical issues, and advising on configuration across PostHog’s product suite without relying on engineers.
- • Understand how product teams work: Knowledge of product development workflows, including experimentation, analytics, session replay, and error tracking to help customers solve real problems.
- • Strong customer focus: Dedicated to removing blockers for customers and ensuring their success, not routing issues away or passing responsibility.
- • Able to work at scale: Manage 40+ enterprise customers with differentiated, high-touch engagement without sacrificing quality or responsiveness.
🏖️ Benefits
- • Base salary plus performance bonus tied to customer retention targets (80/20 OTE structure).
- • Fully remote work environment with asynchronous communication culture and meeting-free Tuesdays/Thursdays.
- • Access to PostHog’s transparent public handbook with full visibility into company strategy, finances, and decision-making.
- • Autonomy to choose what to work on based on impact and personal motivation, with engineers leading product teams.
- • Opportunity to build automation tools to enhance your role and scale customer success efforts.
- • Work with a well-funded ($180M+ raised), product-led company with strong product-market fit and rapid revenue growth.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About PostHog Inc.
PostHog provides an open-source product analytics platform that lets teams track user behavior, run A/B tests, and gather feedback without sending data to third parties. The self-hosted or cloud service captures events, pageviews, feature flags, and session recordings, then surfaces insights through dashboards, funnels, retention, and cohort analysis. Engineers can instrument code once and non-technical teammates can query results using SQL or visual builders. The company maintains the core project under an MIT license and offers paid tiers for enterprise support, higher volumes, and advanced features such as correlation analysis, data pipelines, and team collaboration tools.
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