Manager of Technical Success
New Relic
Bangalore, IndiaPosted 1 month ago
Skill Required
Technical Solution SalesTechnical LeadObservabilityDatadog
Key highlights
- 3-5 years of experience managing post-sales technical success teams required
- Flexible workforce model (office-based, remote, or hybrid)
- Diverse and inclusive work environment
Role overview
At New Relic, we build an intelligent observability platform empowering companies to thrive in an AI-first world. As a Manager, Technical Success Management, you will lead, stabilize, and nurture a high-performing post-sales team, driving customer value in a consumption-based business model. You will guide Technical Success Managers (TSMs) to support Enterprise accounts, foster strong customer relationships, and maximize team effectiveness while making strong individual contributions.
Responsibilities
- Drive accountability for high performance by setting clear expectations, providing equitable support, and empowering your team to identify and solve problems.
- Hire, nurture, and mentor top talent to successfully support Enterprise accounts using collaborative tools like the 'Coach the Coach' framework and DiSC profiles.
- Implement rigorous operational frameworks across critical value pillars, guide Mutual Action Plans (MAPs) for major accounts, and codify 'Winning Playbooks' to enable team success.
- Act as the ultimate trusted advisor by moving beyond foundational relationships to establish strong connections with VP and C-level customer personas.
- Take ownership of maintaining continuous customer engagement by prioritizing regular interactions and in-person meetings outside of standard Customer Business Reviews (CBRs) to build absolute confidence in the partnership.
- Present 'Business Outcomes' instead of just reporting deliveries, quantifying efficiency and revenue protection to ensure renewals become an easy 'yes' for the CFO.
- Proactively facilitate internal 'Loss Reviews' for account churn to extract objective learnings, identify systemic gaps, and codify preventative strategies as a team.
- Work with Pre-Sales leadership to bridge the gap between 'Land' and 'Expand' motions, shadow key Enterprise POCs, and align resources to remove obstacles to execution.
- Partner closely with the expansion cohort of the sales business to continuously elevate customer sentiment and drive shared success.
Requirements
- 3-5 years of experience managing post-sales technical success teams, technical account management teams, or solutions consulting teams.
- Graduation (B.Tech / B.E) or equivalent higher education.
- Exceptional communication and negotiation skills with the ability to manage and influence diverse internal and external stakeholders without direct authority.
- Possess the ability to build and stabilize a team, having successfully steered groups through transitions.
- Presents themselves with a leadership style fostering a learning environment, celebrating risk-taking, and connecting people to development opportunities.
- Maintain excellent foundational relationships with customer teams, ensuring zero major escalations and securing public customer advocacy.
- Act quickly to tackle difficult problems, critically evaluate situations to develop solutions that address root causes, and thoughtfully guide the team through change.
Nice to have
- 14+ years of hands-on experience in technical consulting, solutions architecture, or technical account management, with a focus on cloud, DevOps, observability, or SaaS technologies.
- Deep technical knowledge of Observability concepts (APM, Infrastructure, Log Management) and the ability to articulate technical value to both engineers and leadership.
- Prior experience and a strong understanding of working within a consumption-based business model.
Benefits
- Flexible workforce model allowing fully office-based, fully remote, or hybrid work.
- Diverse, welcoming, and inclusive work environment that celebrates different backgrounds and abilities.
Additional details
- 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.
- If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.
- 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.
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