Manager, Commercial Technical Success

1 hour, 43 minutes ago
Full-time
Lead
Customer and Technical Support
New Relic

New Relic

New Relic provides a comprehensive observability platform that enables engineers to monitor, debug, and enhance the performance of their entire software stack through real-time analytics and insights.

Internet Software & Services
1K-5K
Founded 2008
$520M raised

Description

  • Lead and scale regional Technical Success Management hubs across EMEA and APAC.
  • Develop and deliver services that improve product adoption, customer satisfaction, and time-to-value.
  • Implement AI and automation tools to streamline team workflows and proactively mitigate churn.
  • Partner with Commercial Sales leadership and Account Executive managers on customer engagement and business alignment.
  • Serve as the primary escalation point for account issues and coordinate resolution across Support, Sales, and Engineering.
  • Build, mentor, and motivate a high-performing team of Technical Success Managers.
  • Foster a culture of professional growth, empowerment, and continuous improvement.
  • Contribute to broader business transformation and customer experience strategy.

Requirements

  • Direct experience leading technical customer success, professional services, or technical account management teams in a SaaS environment.
  • Ability to design and deliver scalable support models aligned to customer segments.
  • Strong understanding of modern web and mobile application architecture.
  • Ability to communicate effectively with technical customers.
  • Deep understanding of recurring revenue value drivers and how to translate technical milestones into ROI.
  • Experience managing distributed teams across diverse cultural and commercial landscapes in EMEA and APAC (preferred).
  • Combined background in technical architecture and post-sales service delivery (preferred).
  • Track record of learning and adapting quickly in high-growth, dynamic environments (preferred).
  • Visa sponsorship is not available for this position.

Benefits

  • Flexible workforce model with fully office-based, fully remote, or hybrid options.
  • Commitment to a diverse, welcoming, and inclusive workplace.
  • Reasonable accommodation available during the application or recruiting process.
  • Consideration of qualified applicants with arrest and conviction records, consistent with applicable law.
  • Employment eligibility verification is part of the hiring process.
  • Criminal background check required for the role.
  • Export compliance assessment may be required for some roles.

Interested in this position?

Apply directly on the company website

Apply Now

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