Technical Account Manager - EMEA

Job description

ABOUT POSTHOG Product development used to mean manually writing code, running analysis, diagnosing bugs, and rolling out changes using dozens of tools. PostHog is the only platform that acts like a co-pilot for you (and your AI agents) to do it all – autonomously. We started with open-source product analytics, launched out of Y Combinator's W20 cohort https://posthog.com/handbook/story. We've since shipped more than a dozen products https://posthog.com/products, including: - PostHog Code https://posthog.com/code, the only AI devtool that understands your product, not just your codebase. - A built-in data warehouse https://posthog.com/docs/data-warehouse, so users can query product and customer data together using custom SQL insights. - PostHog AI https://posthog.com/ai, an AI-powered analyst that answers product questions, helps users find useful session recordings, and writes custom SQL queries. We are: 1. Product-led. More than 450,000 organizations have installed PostHog, mostly driven by word-of-mouth. We have intensely strong product-market fit. 2. Default alive https://paulgraham.com/aord.html. Revenue is growing incredibly quickly, and we're very efficient. We raise money to push ambition and grow faster, not to keep the lights on. 3. Well-funded. We've raised more than $180m from some of the world's top investors. We're set up for a long, ambitious journey. We're focused on building an awesome product for end users, hiring exceptional teammates, shipping fast, and being as weird as possible https://posthog.com/deskhog. THINGS WE CARE ABOUT - Transparency: Everyone can read about our roadmap, how we pay (or even let go of) people, our strategy, and how we work, in our public company handbook https://posthog.com/handbook. Internally, we share revenue, notes and slides from board meetings, and fundraising plans, so everyone has the context they need to make good decisions. - Autonomy: We don’t tell anyone what to do. Everyone chooses what to work on next based on what's going to have the biggest impact on our customers, and what they find interesting and motivating to work on. Engineers lead product teams https://posthog.com/handbook/wide-company and make product decisions https://posthog.com/handbook/which-products. Teams are flexible and easy to change when needed. - Shipping fast: Why not now? https://posthog.com/handbook/values#why-not-now We want to build a lot of products; we can't do that shipping at a normal pace. We've built the company around small teams – autonomous, highly-efficient groups of cracked engineers https://posthog.com/founders/cracked-manifesto who can outship much larger companies because they own their products end-to-end. - Time for building: Nothing gets shipped in a meeting. We're a natively remote company. We default to async communication – PRs > Issues > Slack. Tuesdays and Thursdays are meeting-free days https://posthog.com/handbook/company/culture#were-on-the-makers-schedule, and we prioritize heads down building time over perfect coordination. This will be the most productive job you've ever had. - Ambition: We want to solve big problems. We strongly believe that aiming for the best possible upside, and sometimes missing, is better than never trying. We're optimistic about what's possible and our ability to get there. - Being weird: Weird means redesigning an already world-class website for the 5th time. It means shipping literally every product that relates to customer data. It means building an objectively unnecessary developer toy https://posthog.com/deskhog with dubious shareholder value. Doing weird stuff is a competitive advantage. And it's fun. WHO WE’RE LOOKING FOR We’re looking for someone who is: - A natural relationship builder. You get energy from meeting new people in a customer org, finding out what they care about, and connecting dots between teams. You're the person who ends up knowing the head of platform, the VP of engineering, and the CTO's chief of staff – not just the one engineer who signed up. - Comfortable selling to senior leaders. You can hold your own in a conversation with a VP or C-level exec, talk about their business priorities in their language, and make the case for PostHog as a strategic platform decision rather than a point tool. - Technical enough to be credible. You don't need to be a developer, but you need to confidently demo every PostHog product, speak to how they fit together, and know when to pull in somebody else on the team for deeper technical work. No going away and "getting back to you" on basic product questions. - Great at reading the signs of which customers to focus on. You'll be laser-focused on accounts that match our ICP and have real expansion potential, and not spend time where you can't have an impact. - Good at maintaining long-term relationships past the initial sale. You own the relationship and sell new products as fast as we build them. We’re building every tool a product engineer needs to build better products, and our strategy is working – we’re finding customers organically using two, three, or even four PostHog tools at a time. Your challenge is to drive multi-product adoption without forcing people into using tools they don’t need. We have over 1,000 organizations signing up to use PostHog every week. We have product-market fit and loads of customers happily self-serving to large contract values, but staying focused on the biggest opportunities is increasingly challenging as a result. WHAT YOU’LL BE DOING We've proven that our customers do best when a small number of people own the relationship end-to-end. The TAM+CSM pair work together on all of our current customers with expansion potential – you bring the commercial and relationship depth, your CSM brings the technical depth, and together you're an extension of the customer's team. Technical Account Managers have an existing book of business. These are engaged, high-paying ($20k+/yr) customers who we think have huge expansion potential. Some of these people have never talked to us before! Your focus: - Multi-threading. Most of our customers start with one champion in one team. Your job is to turn that into relationships across product, engineering, data, platform, and leadership – so PostHog becomes the default choice whenever a new team has a question, our products can answer. - Selling up. Expansion and cross-sell often require a senior sponsor. You'll build relationships with directors, VPs, and execs, understand their goals, and position PostHog against those. When a customer is evaluating a platform decision, you want to be in the room. - Driving multi-product adoption. We're finding customers organically using two, three, or even four PostHog tools at a time. Your challenge is to accelerate that without forcing people into tools they don't need. - Owning customer feedback and getting it to the wider PostHog team. You'll work directly with product teams – we don't believe in bureaucracy here. - Being hyper responsive. You need to feel like an extension of a customer's existing team. We try to do as much customer comms in Slack as possible. - Partnering closely with a CSM. You'll jointly own the account strategy, trade off who leads which conversations, and make sure the customer experiences a single, coordinated team. This role has a base salary component plus commission for hitting/exceeding sales targets - the salary in our compensation calculator is your expected total pay for on-target earnings. WHAT YOU WON’T BE DOING ❌ Taking someone with you to every customer meeting. It’ll normally be you and the customer. Very occasionally, you might bring a product engineer with you, e.g. if they are one of our first customers paying for a new product. ❌ Owning the deep technical implementation work solo. Your CSM partner takes the lead on that, and you'll tag in where it helps the commercial conversation. ❌ Automating everything. A big part of this role will be ‘inefficiently’ building a lot of white-glove, 1-1 customer relationships, so you can’t just rely on email sequences. REQUIREMENTS - Strong relationship-building skills across seniority levels. You can move fluidly from a conversation with an IC engineer to a 30-minute slot with a VP, and leave both feeling like you understood what they care about. You enjoy meeting new people inside an account and finding reasons to stay in touch. - Commercially-minded. You're excited about growing and retaining revenue. If we've never spoken to a particular customer, you'll get creative to engage them. You think in terms of account strategy over 12-24 months, not just the next deal. - Able to go broad on PostHog's products. You should be able to demo any of our products confidently and articulate the value of each, including the more technical ones like Feature Flags and Data Warehouse. You don't need to be a developer – your CSM partner handles the deep technical work – but you need enough fluency to be credible with a technical audience and know when to bring your CSM in. - Good at handling relationships strategically. Helping a customer achieve their goals over time, expanding their usage and buying more products from us as they do so, while saying no to customers we're not right for. Strong customer focus. You need to help our users and remove any blockers to them using PostHog effectively. NICE TO HAVE - Experience selling or managing accounts with senior technical buyers (VP Engineering, CTO, Head of Platform, Head of Data). - Experience working with similar technologies, i.e. developer tools more broadly, or specifically product analytics, session replay, feature flags, A/B testing, data warehouses, or data pipelines. - You've been the owner of several customers in the $20k-100k+ ARR range previously, with evidence of growing them through expansion and cross-sell rather than just renewal. If you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate! #LI-DNI