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 recruiting a Senior Technical Success Manager as a core member supporting our growth. We especially welcome those who frequently engage in discussions with multiple engineering roles such as SREs, software development engineers, and infrastructure engineers, or who have many opportunities for technical communication with CTOs and tech leads overseeing these teams. Since many of our team members have hands-on experience in service development and operations, practical field experience is immediately valuable in this role—so don't worry if you have limited external customer-facing experience. We provide comprehensive onboarding training.
The primary responsibility of a Technical Success Manager is to work alongside New Relic's sales, Solutions Consultant, Technical Support Engineer, and marketing teams to help customers effectively leverage our best-in-class New Relic solutions for their business and support operational improvements after contract signing. We also analyze how existing customers are using our platform and create environments that enable various team members to operate in a data-driven manner.
As a Technical Success Manager at our company, you will gain insight into diverse technologies, customer business needs, and market trends by providing technical support across various industries and systems. You will build trust while helping customers succeed after contract signing, creating a positive cycle of customer success and improved business performance—embodying the essence of customer success. Our company has accumulated rich success stories and expertise through our activities to date. We warmly welcome applications from those passionate about working closely with customers and pursuing shared goals together.
What you'll do
- Guide customers to success by ensuring their onboarding, implementation in user environments, and continued usage are seamless.
- Demonstrate technical leadership across all aspects of New Relic's products and services.
- Support customer training to enable real-time performance issue resolution using New Relic.
- Identify service cancellation risks by monitoring customer situations and actively work to eliminate those risks.
- Collaborate with other Technical Support Engineers, Solution Consultants, Sales, and others to quickly resolve customer issues.
- Gather customer feedback and communicate it internally so New Relic can provide better services.
- Lead team members as a specialist in specific business domains on industry-specific challenges, promoting the pursuit and expansion of individual and team potential. Provide planned capability development and ensure everyone has the opportunity to do their best work.
This role requires
- Experience designing and developing applications in a professional capacity (backend and/or frontend)
- Professional experience building systems using public cloud services such as AWS, Azure, or GCP
- Professional experience troubleshooting production systems, including managing the full troubleshooting lifecycle from problem detection to permanent resolution
- Experience making proposals and negotiating with customers or internal stakeholders
- Preferably 7+ years of experience in IT professional services, SaaS vendors, or Customer Success-related roles
- Experience successfully managing large and complex customer support initiatives and improving 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 ability to quickly catch up
- Preference given to those with experience on cloud platforms such as AWS, Azure, or Cloud Foundry
- 3+ years of experience leading people or teams to success and successfully operating responsive software support operations
- Ability to clearly articulate the importance of customer experience and involve others to achieve better results by bridging the gap between business needs and technical details
- Demonstrated communication, people management, and coaching skills
- Passion for data collection, analysis, and interpretation, as well as problem identification, definition, and resolution
Bonus points if you have
- Experience leading projects involving multiple people
- Experience presenting externally, such as speaking at events or seminars
- Experience providing technical coaching or capability development to engineers both inside and outside the organization
- Ability to read, write, and communicate in English
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 https://newrelic.com/termsandconditions/applicant-privacy-policy