Honeycomb – Technical Customer Success Manager – UK

09/13/2022
$50,000 - $150,000 / year
Application ends: 10/31/2022
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Job Description

What We’re Building

Honeycomb is a service for the near and present future, redefining observability and raising expectations of what our developer tools can do for us! We’re working with well-known companies like Hello Fresh, Slack, LaunchDarkly, Vanguard, and more across a range of industries. This is an exciting time in our trajectory, we’ve closed Series C funding, scaled past the 100-person mark, and been named on Forbes’ America’s Best Startups of 2022! In this Technical Customer Success Manager role, you’ll be joining a growing Customer Success team, helping us to drive adoption of Honeycomb and success with Observability in our post-sale accounts.

Who We Are

We come for the impact, and stay for the culture! We’re a talented, opinionated, passionate, fiercely inclusive, and responsible group of bees. We have conviction and we strive to live our values every day. We want our people to do what they truly love amongst a team of highly talented (but humble) peers.

How We Work

We are a remote-first company, which means we believe it is not where you sit, but how you deliver that matters most. We invest in our people and care about how you orient to our culture and processes. At the same time, we imbue a lot of trust, autonomy, and accountability from Day 1. #LI-Remote

What You’ll Do In Role:

  • Own the post-sales relationship for a portfolio of accounts (around 30) based in Europe, the Middle East, Africa, and the east coast of the Americas
  • Drive value & outcomes with technical sponsors and champions
  • Develop, automate and scale customer lifecycle events including kickoff/onboarding, executive business review, new feature announcements, capacity over/underutilization, and user engagement.
  • Create or adapt high-quality reusable content including training, talks, blog posts, white papers, demos, and examples
  • Represent the customer in internal meetings with Engineering and Product Management
  • Partner with the rest of our team in EMEA to grow our brand and business in the region
  • Keep up to date on Honeycomb technologies and product offerings

What You’ll Bring:

  • At least 3+ years of overall work experience in the SaaS or Enterprise software industry – preferably in the Developer Tools space
  • Previous Customer Success, Technical Account Management, Sales or Customer Services experience
  • Strong organizational skills and ability to handle many simultaneous conversations in email and chats
  • Deep process orientation and willingness to test, establish and document many new processes in a startup environment
  • Love of data analytics systems along with the desire and curiosity to explore and discover new information within them
  • Working knowledge of the Enterprise software subscription lifecycle and associated processes
  • Excellent written and verbal technical communication skills
  • UK or EU work authorization
  • 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)

What You Get When You Join The Hive!

  • Base + Bonus for this role is £120,000- £135,000 plus an incentive bonus structure of 10% when business targets are met
  • A stake in our success – generous equity with an employee-friendly stock program
  • It’s not about how strong of a negotiator you are – our pay is based on transparent levels relative to experience
  • A remote-first mindset and culture (really!)
  • Health, Dental, Vision, Life, and Disability insurance
  • Time To Recharge – Unlimited PTO, paid sabbatical, an expressed minimum for taking time off + statutory holidays
  • Maven Inclusive Family-Building benefit including unlimited virtual appointments, coaches & counselors, and $10K USD ‘wallet’ to support adoption, surrogacy, IVF, and egg/sperm freezing
  • Pick Your Perk – $600 a year to spend on the perks that you care about most
  • Work-Life Balance and Flexible Schedule options
  • The tech you need AND a $500 Home Setup Stipend
  • £100 Monthly Cell Phone/Internet/Co-working Space Allowance
  • £1000 Annual Professional Development Allowance
  • Semi-annual performance conversations (we call them Review & Rewards conversations) – so you know where you stand, and how you’ll be rewarded for your impact
  • Annual compensation review, benchmarking to industry, and inflation changes

Diversity & Accommodations:

We’re building a diverse and inclusive workplace where we learn from each other, and welcome nontraditional candidates, and people of all backgrounds, experiences, abilities, and perspectives. You don’t need to be a millennial to join us, all gens are welcome! Further, we (of course) follow federal and state disability laws and are happy to provide reasonable accommodations during the application phase, interview process, and employment. Please email Talent@honeycomb.ioto discuss accessible formats or accommodations. As an equal opportunity employer our hiring process is designed to put you at ease and help you show your best work; if we can do better – we want to know!