Technical Success Manager

About the role

You will serve as the primary technical advocate for our largest enterprise clients, ensuring they achieve maximum value from our observability platform. This position focuses on driving product adoption and usage while working closely with account teams to demonstrate technical efficiency and ROI. You will act as the central point of technical contact, translating complex platform capabilities into clear business value. The role requires a proactive approach to identifying risks and opportunities within customer environments. You will own the technical narrative of the engagement from initial setup through maturity. Success in this position is defined by customer health and sustained platform utilization. You will collaborate with internal product and engineering teams to relay feedback for future improvements. This is a critical position for maintaining long-term strategic partnerships.

Key facts

What you'll do

• Guide customers through the onboarding process and monitor usage to ensure they meet committed adoption levels.
• Create educational materials, including documentation and videos, and lead personalized training sessions for users.
• Design and implement Mutual Activity Plans that align with specific customer outcomes and business goals.
• Assist with technical tasks such as installing agents, basic UI instrumentation, and platform configuration.
• Manage project milestones, track progress, and address any deviations from the plan.
• Use data analytics to prepare business reviews and identify opportunities for account growth.
• Proactively engage with stakeholders to mitigate churn risks and advocate for their needs internally.
• Provide regular reporting and dashboards that quantify the impact of our solutions on client operations.
• Conduct technical discovery sessions to understand the current state of the customer's infrastructure.
• Translate technical metrics into executive-level insights for senior stakeholder communication.
• Develop playbooks for common implementation scenarios to standardize best practices.
• Facilitate cross-functional reviews with engineering to resolve technical blockers efficiently.
• Optimize workflows based on usage data to improve the customer experience over time.
• Act as a liaison between the client and New Relic support escalations.

Requirements

• Bachelor degree in Computer Science, Information Systems, or a related field.
• 2 years of experience in the job offered or a related computer science occupation.
• Eligibility to work in the United States without sponsorship now or in the future for this role.
• Must pass a criminal background check as a condition of employment due to data security requirements.
• Willingness to undergo an export compliance assessment as part of the hiring process.
• Ability to perform the essential functions of the role remotely, which includes extended periods of virtual collaboration.
• Reliable access to a high-speed internet connection and a suitable remote work environment.
• Capability to lift equipment up to five pounds if required for hardware installation tasks.
• Consent to the collection and use of personal information for employment verification and background checks.
• Willingness to adhere to New Relic's code of conduct and professional standards while representing the company.
• Compliance with all company policies regarding confidentiality and data handling.
• Readiness to participate in training programs and onboarding sessions conducted via digital platforms.
• Commitment to maintaining the security protocols necessary to protect customer data in a remote setting.

Nice to have

• Preferred items are not specified for this role.

Practical notes

• Visa sponsorship is not available for this role.
• All hires must pass a criminal background check due to data security requirements.
• Candidates may be subject to an export compliance assessment.
• The role is eligible for a commission plan as defined in the sales incentive plan.
• Benefits include healthcare, dental, vision, 401(k) with match, parental leave, mental health support, flex time-off, and 11 paid holidays.
• For reasonable accommodations during the application process, contact resume@newrelic.com.