Senior Technical Customer Success Manager

What you'll do in the role:

• Serve as a trusted advisor for a portfolio of strategic and enterprise customers, helping them realize business value from their investment in Honeycomb.
• Own the post-sales relationship for a portfolio of accounts based in the East Coast Region.
• Translate business goals into actionable technical strategies and align customer use cases with Honeycomb capabilities.Build and grow relationships with senior stakeholders, technical champions, and executive sponsors to drive adoption, retention, and advocacy
• Lead and continuously improve customer lifecycle programs—onboarding, business reviews, stakeholder engagement, feature adoption, and expansion.Identify repeatable success patterns and scale best practices across the customer base, helping codify strategic motions for use by the broader team.
• Represent the voice of the customer to Product, Engineering, and GTM teams to influence roadmap and prioritisation.
• Contribute to high-quality customer-facing content such as trainings, blog posts, white papers, and demos, making complex topics accessible to a broad audience.
• Stay informed on industry trends in observability, cloud-native development, and OpenTelemetry, and advise customers on how to align their practices.
• Collaborate with the broader team to expand Honeycomb's presence and reputation across the region.

What you'll bring to the role:

• 5 years of experience in Customer Success, Technical Account Management, Solution Consulting, or Strategy roles within SaaS or Enterprise software environments.
• Proven track record of influencing business decisions and building consensus across technical and non-technical stakeholders.
• Experience working with Enterprise customers in complex, cross-functional environments.
• Strong communication and storytelling skills, with an ability to explain technical concepts in business terms and vice versa.
• Organized, detail-oriented, and capable of managing multiple customer relationships with a high degree of empathy and care.
• Comfortable working in fast-paced, startup-like environments and contributing to process development and continuous improvement.
• Experience in observability, APM, monitoring, or DevOps platforms.
• Based in EST or CST.

• Working knowledge of SQL and/or BI reporting tools and techniques (we use Mode Analytics).
• Experience with, or understanding of the SaaS Monitoring space (any other APM, Logging or Metrics vendors).