Associate Technical Success Manager

Summary

New Relic is a global team dedicated to shaping the future of observability through an intelligent platform that helps companies gain insight into complex systems. The Associate Technical Success Manager will own the post-sales technical journey for enterprise customers, driving onboarding, platform adoption, consumption, expansion architecture, technical evaluations, enablement, and executive engagement.

Responsibilities

• Guide Customers to Committed Consumption: Work alongside customers during the onboarding process, understanding their needs and guiding them through best practices to ensure prompt achievement of committed usage levels
• Manage Mutual Activity Plans: Design and execute Mutual Activity Plans (MAPs) tied directly to customer business outcomes. Set clear milestones, celebrate customer achievements, and proactively address any implementation hurdles
• Maintain Consumption Levels: Proactively engage with customers to mitigate churn risks by continuously demonstrating platform value and addressing technical concerns
• Value-Driven Storytelling: Deliver tailored, high-impact product demonstrations that move beyond "feature-function" to show exactly how the platform solves specific business pains (e.g., maximizing uptime, developer productivity, or tool consolidation)
• Execute Expansion Proof of Values (PoVs): Partner hand-in-hand with Expansion Account Executives to run technical evaluations and PoVs on existing accounts, proving new consumption opportunities and securing technical "wins."
• Whitespace & Blueprint Mapping: Perform detailed account whitespace mapping to identify priority expansion areas. Co-create "Architecture Blueprints" and technical roadmaps aligned with the customer's long-term business goals
• User Success & Workshops: Lead personalized training sessions, technical workshops, and create high-quality resources (documentation, videos, articles) to foster a strong community of New Relic champions within engineering organizations
• Cultivate Executive Presence: Build strong connections with technical stakeholders and partner with sales to lead technical discovery and strategy sessions with CTOs, VPs of Engineering, and IT architects
• Value Communication & Business Reviews: Collaborate on Customer Business Reviews (CBRs) and executive dashboards to quantify and communicate the ROI of New Relic's solutions to key technical and business decision-makers

Skills

• * **Enterprise Customer Focus:** 2+ years of demonstrated experience working directly with enterprise customers to drive technical adoption, customer success, or account expansion
• * **Technical & Sales Orientation:** Strong technical background combined with a robust sales/customer orientation, including the ability to build business justifications for expansion
• * **Observability & Performance Monitoring:** An interest in or previous experience with performance monitoring and observability tools (infrastructure, application, web/mobile, or user experience)
• * **Technical Architecture Foundations:** Familiarity with modern IT environments (cloud platforms like AWS/Azure/GCP, Kubernetes, or SRE practices) and foundational knowledge of coding/scripting languages
• * **Planning & Execution:** Ability to design and execute customer-facing project plans, technical roadmaps, and keep highly organized documentation
• * **Communication Excellence:** Exceptional presentation skills with a desire to learn new technologies and translate complex topics for both developers and executive leaders
• * Familiarity in one or more of the following development languages - Java, .Net, Ruby, C, Python, Node.js, Golang
• * Exposure to and/or interest in cloud technologies: Kubernetes, containers, microservices, DevOps, CI/CD
• * Background in mobile device platforms & architectures (IOS & Android)
• * Bachelor's degree in Engineering/Computer Science or equivalent desirable

Qualifications

Must Haves

• * **Enterprise Customer Focus:** 2+ years of demonstrated experience working directly with enterprise customers to drive technical adoption, customer success, or account expansion
• * **Technical & Sales Orientation:** Strong technical background combined with a robust sales/customer orientation, including the ability to build business justifications for expansion
• * **Observability & Performance Monitoring:** An interest in or previous experience with performance monitoring and observability tools (infrastructure, application, web/mobile, or user experience)
• * **Technical Architecture Foundations:** Familiarity with modern IT environments (cloud platforms like AWS/Azure/GCP, Kubernetes, or SRE practices) and foundational knowledge of coding/scripting languages
• * **Planning & Execution:** Ability to design and execute customer-facing project plans, technical roadmaps, and keep highly organized documentation
• * **Communication Excellence:** Exceptional presentation skills with a desire to learn new technologies and translate complex topics for both developers and executive leaders

Nice to Haves

• * Familiarity in one or more of the following development languages - Java, .Net, Ruby, C, Python, Node.js, Golang
• * Exposure to and/or interest in cloud technologies: Kubernetes, containers, microservices, DevOps, CI/CD
• * Background in mobile device platforms & architectures (IOS & Android)
• * Bachelor's degree in Engineering/Computer Science or equivalent desirable

Benefits

• Commission plan eligibility
• Healthcare
• Dental coverage
• Vision coverage
• Parental leave and planning
• Mental health benefits
• 401(k) plan and match
• Flex time-off
• 11 paid holidays
• Volunteer time off
• Flexible workforce model allowing fully office-based, fully remote, or hybrid work