Technical Success Manager I

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 were looking for passionate people to join our mission. If youre ready to help the worlds best companies optimize their digital applications we invite you to explore a career with us!

Your opportunity

The Technical Success Manager (TSM) will be responsible for the technical relationship with ourlargest enterprise customers acting as their technical champion with accountability to drivecustomer adoption and value realization with our platform. You will be explicitly drivingconsumption through the usage of our platform. This role involves close collaboration withAccount Executives to articulate and demonstrate the technical benefits of New Relicssolutions ensuring customers understand the value and efficiency our platform brings to theiroperations. As a TSM you will lead the customer journey taking the customer from onboardingadoption to value realization and beyond ensuring a high level of customer satisfaction.

What youll do

• Guiding Customer to Initial Committed Consumption: Work alongside customersduring the onboarding process understanding their needs and guiding them throughonboarding best practices. Monitor adoption and address any hurdles to ensure promptachievement of committed usage levels. Through value-based activities TSMs will planand proactively drive consumption and usage across our customer accounts. Theiractions will improve customer experience with the New Relic platform increasingadoption and consumption.
• Owning User Success through Training and Enablement: Lead personalized trainingsessions and create resources like documentation videos and articles to empowerusers to fully leverage New Relic solutions. Promote a culture of continuous learning anddevelopment.
• Managing Mutual Activity Plan Milestones: Designs and executes Mutual ActivityPlans tied to Value/Outcomes. Set and oversee clear project milestones adjust plans asnecessary celebrate customer achievements and moments of value and addressdeviations in a timely manner.
• Providing Customer Business Review Inputs: Utilize insights from customerinteractions and data analytics to contribute valuable information for business reviewsand identify successes challenges and growth opportunities.
• Maintaining Committed Consumption Levels: Engage proactively with customers tomitigate churn risks demonstrating ongoing value and addressing concerns promptly.
• Owning Technical Relationships: Build strong connections with technicalstakeholders understand their challenges and goals and advocate for them within NewRelic.
• Facilitating Ongoing User Training: Keep users informed about new features andenhancements and provide refresher training to ensure continued proficiency andsatisfaction.
• Supporting Business Case Development for New Opportunities: Work with sales toidentify and develop expansion opportunities using success stories and ROI evidence tosupport business cases.
• Supporting Measuring and Communicating Value to Technical Stakeholders: Workclosely with technical decision-makers. Quantify the impact of New Relics solutions ontheir business. Provide regular reports and dashboards showcasing value metrics.

This role requires

• Technical Expertise: Strong technical expertise in Kubernetes knowledge of Cloud(AWS Azure or Google Cloud Platform Certified) and/or Observability Platforms ishighly valued. Additionally a solid understanding or hands-on experience with aprogramming language such as Java Ruby Python or SQLscripting is essential.
• Experience in a Customer-facing Technical Role (Pre-Sales/Post-Sales): Provensuccess in roles like Principal Technical Support Solutions Engineering or TechnicalAccount Management especially in the SaaS or technology sector. Deep understandingof customer needs and adept at providing customized technical solutions.
• Strong Communication Skills: Highly skilled in communicating complex technicalconcepts to diverse audiences including non-technical stakeholders through verbal andwritten channels. Proficient in analyzing business requirements and customerinteractions to anticipate client needs and contributing to internal roadmap sessions totranslate them into actionable project plans and timelines.
• Relationship Building: Skilled at building and maintaining strong relationships withtechnical stakeholders understanding their challenges and goals and effectivelyadvocating for them within the organization.
• Solution-Oriented: A proactive solution-focused approach to customer challenges witha commitment to achieving customer success and satisfaction.
• Collaborative Team Player: Ability to collaborate effectively across teams includingworking closely with sales product development and support teams to drive customersuccess and identify new opportunities

The ideal candidate for the Technical Success Manager role at New Relic is someone whoexcels in technical areas related to Kubernetes Cloud and Observability platforms andembodies strong communication relationship-building and project management skills. We arelooking for a proactive customer-focused individual passionate about leveraging technology tosolve problems and enhance customer satisfaction.

Please note that visa sponsorship is not available for this position.

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. Were 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 .

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 theSan 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.

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Manager