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Technical Success Manager

New Relic, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the technical health and growth of a portfolio of New Relic’s most strategic customers, acting as the single-threaded technical owner from onboarding through renewal and expansion.
• Serve as the primary post-sales technical advisor, translating complex observability, APM, infrastructure, and security requirements into clear, actionable roadmaps that accelerate time-to-value and deepen product adoption.
• Lead white-board sessions, architecture reviews, and hands-on enablement workshops to design scalable instrumentation strategies, custom dashboards, SLOs, and alerting policies that map directly to each customer’s reliability, performance, and cost-reduction goals.
• Proactively monitor telemetry data and usage trends to identify under-utilized capabilities, performance bottlenecks, or emerging risks; craft data-driven recommendations that secure executive buy-in and unlock incremental ARR.
• Partner with Sales, Product, Support, and Engineering to orchestrate quarterly business reviews (QBRs), escalation calls, and roadmap briefings that keep stakeholders aligned and surface expansion opportunities worth six- and seven-figure deals.
• Build reusable Terraform modules, Ansible playbooks, and New Relic One applications that accelerate deployment velocity for customers and become reference assets for the broader Technical Success community.
• Champion customer feedback in sprint demos and roadmap councils, ensuring that feature gaps, usability pain points, and compliance requirements are prioritized and resolved in upcoming releases.
• Mentor junior Solutions Architects and Customer Success Engineers through pair-programming, code reviews, and certification bootcamps, raising the technical bar across the organization.
• Maintain an authoritative understanding of cloud-native architectures (Kubernetes, ECS, EKS, AKS, GKE), CI/CD pipelines, OpenTelemetry, and modern DevSecOps practices so you can credibly advise Site Reliability Engineers, Platform teams, and C-level executives alike.
• Deliver crisp ROI narratives and case studies that quantify the impact of observability on MTTR reduction, error-budget savings, and developer productivity, turning satisfied users into vocal advocates.
• Travel up to 25 % (post-pandemic) for on-site workshops, regional meetups, and industry conferences, ensuring face-to-face relationship depth with key accounts.
• Operate as a player-coach in high-stakes escalations, diving deep into thread dumps, flame graphs, distributed traces, and log analytics to restore service within SLA while documenting lessons learned for future prevention.
• Contribute to open-source initiatives, blog posts, and webinars that amplify New Relic’s thought-leadership and generate qualified pipeline for new business.
• Leverage Salesforce, Gainsight, and Tableau to maintain an accurate 360° view of customer health, renewal risk, and expansion whitespace, enabling data-driven prioritization of your daily activities.

🎯 Requirements

• 5+ years in a customer-facing post-sales engineering, solutions architecture, or technical account management role within SaaS, observability, or cloud infrastructure.
• Demonstrated success managing complex technical programs for enterprise customers (Fortune 1000 or high-growth scale-ups) with multiple stakeholders and multi-year contracts.
• Deep hands-on expertise with at least one major observability stack (New Relic, Datadog, Splunk, Elastic, Prometheus/Grafana) and fluency in distributed tracing, log analytics, and custom metrics.
• Proficiency in at least two programming languages (Java, .NET, Node.js, Python, Go) and experience instrumenting applications using OpenTelemetry, agents, or SDKs.
• Strong understanding of cloud platforms (AWS, Azure, GCP), container orchestration (Kubernetes, Docker), and Infrastructure-as-Code tools (Terraform, CloudFormation).
• Excellent storytelling and presentation skills—comfortable translating technical findings into board-level ROI narratives and crisp slide decks.

🏖️ Benefits

• Competitive on-target earnings (salary + uncapped commission) with clear accelerators for over-achievement.
• Comprehensive healthcare, dental, vision, and mental-health benefits starting day one, plus generous parental leave and family-planning support.
• 401(k) plan with company match, 11 paid holidays, flexible PTO, and additional volunteer time off to support causes you care about.
• Fully remote-first culture with annual stipends for home-office setup, co-working memberships, and high-speed internet.

Skills & Technologies

New Relic

Remote

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New Relic, Inc.

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About New Relic, Inc.

New Relic, Inc. provides a cloud-based observability platform that unifies application performance monitoring, infrastructure monitoring, log management, error tracking, and digital experience insights. It ingests telemetry from servers, containers, mobile apps, and browsers, then correlates metrics, events, logs, and traces to help engineering and operations teams detect, triage, and resolve software issues faster. The company offers SaaS subscriptions, open-source agents, and programmable APIs, serving enterprises and DevOps-centric organizations worldwide since 2008.

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