Technical Success Manager

New Relic, Inc.

Job Overview

Location

Melbourne, Australia

Job Type

Full-time

Full Job Description

📋 Description

• The Technical Success Manager (TSM) at New Relic serves as the technical champion for the company’s largest enterprise customers, driving adoption, value realization, and sustained consumption of the observability platform. This role is critical to ensuring customers achieve measurable business outcomes from their investment in New Relic, directly impacting retention, expansion, and long-term partnership success in a competitive AI-first technology landscape.
• Day-to-day responsibilities include guiding customers through onboarding to achieve initial committed consumption, leading personalized training sessions and creating enablement resources (documentation, videos, articles), owning and executing Mutual Activity Plans tied to customer value outcomes, providing data-driven inputs for Business Reviews, proactively maintaining committed usage levels to mitigate churn, building and advocating for technical stakeholder relationships, facilitating ongoing user training on new features, supporting business case development for expansion opportunities with sales, and quantifying and communicating platform value through regular reports and dashboards for technical decision-makers.
• New Relic is a global leader in digital intelligence, building an intelligent observability platform that empowers companies to monitor, optimize, and scale their systems in an AI-first world. The company fosters a diverse, inclusive, and innovative culture where employees are encouraged to bring their authentic selves to work, supported by flexible work arrangements (office, remote, or hybrid) and a mission-driven environment focused on empowering technology-driven businesses through cutting-edge solutions.
• In this role, you will develop deep expertise in enterprise customer success within the observability and cloud-native space, sharpen your ability to translate technical value into business outcomes, strengthen cross-functional collaboration with sales, product, and support teams, and gain experience driving consumption-based growth models—positioning you for advancement into senior customer success, solutions architecture, or technical leadership roles within New Relic or the broader tech industry.

🎯 Requirements

• Technical expertise in Kubernetes, cloud platforms (AWS, Azure, or GCP), and/or observability platforms, with hands-on experience in at least one programming language such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL.
• Proven experience in a customer-facing technical role (e.g., Solutions Engineering, Technical Account Management, Principal Technical Support) within the SaaS or technology sector, with a track record of driving customer adoption and value realization.
• Exceptional communication skills, capable of explaining complex technical concepts to both technical and non-technical audiences, and adept at translating business requirements into actionable technical plans.
• Strong relationship-building abilities, with a proven capacity to engage and advocate for technical stakeholders across customer organizations.
• Solution-oriented mindset and collaborative approach, experienced in working across teams (sales, product, support) to identify expansion opportunities and deliver customer-centric outcomes.
• Familiarity with customer success and sales frameworks such as MEDDPICC is highly valued.

🏖️ Benefits

• Flexible work model supporting fully office-based, fully remote, or hybrid arrangements to suit individual and team needs.
• Commitment to diversity, equity, and inclusion, with a workplace culture that celebrates diverse backgrounds, experiences, and perspectives.
• Access to reasonable accommodations during the application and recruitment process for candidates with disabilities.
• Participation in a company that upholds fair chance hiring practices, considering qualified applicants with arrest or conviction records in accordance with local laws.
• Employment at a globally recognized innovator in observability and digital intelligence, working on technology that helps companies thrive in an AI-first world.
• Opportunity to work with cutting-edge technology in a mission-driven environment that values professional growth, authenticity, and customer impact.

Skills & Technologies

Python

JavaScript

Java

PHP

Ruby

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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