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About the Role

New Relic is seeking a Senior Technical Success Manager to join their team. This role involves collaborating with engineers and technical leaders, providing post-sales support, and driving customer adoption of New Relic solutions. The position offers an exciting career path focused on customer success and business growth.

Responsibilities

Ensure customer onboarding, implementation, and continuous utilization of New Relic products.
Provide technical leadership across all aspects of New Relic products and services.
Assist customers in training to resolve real-time performance issues using New Relic.
Proactively identify and mitigate service cancellation risks by monitoring customer situations.
Collaborate with Technical Support Engineers, Solution Consultants, and Sales to resolve customer issues.
Relay customer feedback internally to improve New Relic services.
Act as a specialist in specific business domains, leading team members on industry-specific challenges.
Facilitate professional development and ensure team members have opportunities to perform at their best.

Requirements

Experience designing and developing applications (backend and/or frontend) in a professional setting.
Experience building systems using public cloud services such as AWS, Azure, or GCP.
Experience troubleshooting production systems and managing the entire issue resolution process from detection to permanent fix.
Experience proposing and negotiating with stakeholders, including customers or internal departments.
Minimum of 7 years of experience in IT professional services, SaaS vendor, or Customer Success is desirable.
Proven experience leading large, 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 learn quickly.
Experience with cloud platforms like AWS, Azure, or Cloud Foundry is preferred.
Over 3 years of experience successfully leading people or teams and managing responsive software support operations.
Ability to clearly articulate the importance of customer experience and engage 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, interpretation, and problem identification, definition, and resolution.

Skills

Technical Leadership
Customer Onboarding
Application Development
Cloud Services (AWS, Azure, GCP)
System Troubleshooting
Stakeholder Negotiation
Customer Success Management
Web/Mobile Application Architecture
Cloud Platform Experience
Team Leadership
Communication Skills
People Management
Coaching Skills
Data Analysis
Problem Solving

Location

Remote

Work Type

Full-time
Remote
Hybrid
Office-based

Experience Level

Senior
7+ years of experience in IT professional services, SaaS vendor, or Customer Success is desirable
3+ years of experience leading people or teams

Benefits

Flexible workforce model allowing for office-based, remote, or hybrid work arrangements.

About the Company

New Relic is a global team of innovators and pioneers dedicated to shaping the future of observability.
We build an intelligent platform that empowers companies to thrive in an AI-first world by providing unparalleled insight into complex systems.
We are expanding our global footprint and seeking passionate individuals to join our mission.
We help the world's best companies optimize their digital applications.

Equal Opportunity

Fostering a diverse, welcoming, and inclusive environment is important to us.
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 resume@newrelic.com.
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.
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.
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