We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Role Overview

The Technical Success Manager (TSM) will be responsible for the technical relationship with our largest enterprise customers, acting as their technical champion with accountability to drive customer adoption and value realization with our platform. You will be explicitly driving consumption through the usage of our platform. This role involves close collaboration with Account Executives to articulate and demonstrate the technical benefits of New Relic’s solutions, ensuring customers understand the value and efficiency our platform brings to their operations. As a TSM, you will lead the customer journey, taking the customer from onboarding adoption to value realization and beyond, ensuring a high level of customer satisfaction.

Key Responsibilities

Guiding Customer to Initial Committed Consumption: Work alongside customers during the onboarding process, understanding their needs and guiding them through onboarding best practices. Monitor adoption and address any hurdles to ensure prompt achievement of committed usage levels. Through value-based activities, TSMs will plan and proactively drive consumption and usage across our customer accounts. Their actions will improve customer experience with the New Relic platform, increasing adoption and consumption.
Owning User Success through Training and Enablement: Lead personalized training sessions and create resources like documentation, videos, and articles to empower users to fully leverage New Relic solutions. Promote a culture of continuous learning and development.
Managing Mutual Activity Plan Milestones: Designs and executes Mutual Activity Plans tied to Value/Outcomes. Set and oversee clear project milestones, adjust plans as necessary, celebrate customer achievements and moments of value, and address deviations in a timely manner.
Providing Customer Business Review Inputs: Utilize insights from customer interactions and data analytics to contribute valuable information for business reviews and identify successes, challenges, and growth opportunities.
Maintaining Committed Consumption Levels: Engage proactively with customers to mitigate churn risks, demonstrating ongoing value and addressing concerns promptly.
Owning Technical Relationships: Build strong connections with technical stakeholders, understand their challenges and goals, and advocate for them within New Relic.
Facilitating Ongoing User Training: Keep users informed about new features and enhancements and provide refresher training to ensure continued proficiency and satisfaction.
Supporting Business Case Development for New Opportunities: Work with sales to identify and develop expansion opportunities, using success stories and ROI evidence to support business cases.
Supporting Measuring and Communicating Value to Technical Stakeholders: Work closely with technical decision-makers. Quantify the impact of New Relic's solutions on their business. Provide regular reports and dashboards showcasing value metrics.

Ideal Candidate Profile

Technical Expertise: Strong technical expertise in Kubernetes, knowledge of Cloud (AWS, Azure, or Google Cloud Platform Certified), and/or Observability Platforms is highly valued. Additionally, a solid understanding or hands-on experience with a programming language such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL scripting is essential.
Experience in a Customer-facing Technical Role (Pre-Sales/Post-Sales): Proven success in roles like Principal Technical Support, Solutions Engineering, or Technical Account Management, especially in the SaaS or technology sector. Deep understanding of customer needs and adept at providing customized technical solutions.
Strong Communication Skills: Highly skilled in communicating complex technical concepts to diverse audiences, including non-technical stakeholders, through verbal and written channels. Proficient in analyzing business requirements and customer interactions to anticipate client needs and contributing to internal roadmap sessions to translate them into actionable project plans and timelines.
Relationship Building: Skilled at building and maintaining strong relationships with technical stakeholders, understanding their challenges and goals, and effectively advocating for them within the organization.
Solution-Oriented: A proactive, solution-focused approach to customer challenges, with a commitment to achieving customer success and satisfaction.
Collaborative Team Player: Ability to collaborate effectively across teams, including working closely with sales, product development, and support teams to drive customer success and identify new opportunities

The ideal candidate for the Technical Success Manager role at New Relic is someone who excels in technical areas related to Kubernetes, Cloud, and Observability platforms and embodies strong communication, relationship-building, and project management skills. Experience with customer success and sales frameworks (MEDDPICC) will be appreciated. We are looking for a proactive, customer-focused individual passionate about leveraging technology to solve problems and enhance customer satisfaction.

Why Join Us?

At New Relic, you’ll be part of an innovative, supportive, and forward-thinking team dedicated to delivering exceptional service and solutions to our customers. We offer a dynamic work environment, opportunities for professional growth, and a competitive benefits package.

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. 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.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that 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. If relevant, we will provide more information later in the application process.

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

Technical Success Manager II - New Zealand

Job Description