Technical Success Manager
New Relic
Atlanta
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!
Your opportunity
The Technical Success Manager (TSM) is a high-impact role responsible for the complete post-sales technical journey and expansion architecture within our enterprise customer base.
In this role, you will act as the customer's ultimate technical champion. You will drive platform adoption and consumption while leading the technical architecture for expansion motion. By bridging the gap between hands-on technical implementation and strategic business value, you will ensure our largest enterprise customers unlock the full power of the New Relic platform, driving both value realization and new consumption opportunities.
What you'll do
1. Drive Onboarding, Adoption & Consumption
- 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.
2. Champion Technical Architecture & Expansion
- 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.
3. Own Enablement & Technical Relationships
- 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.
This role requires
- Enterprise Customer Focus: 3+ 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.
Bonus points if you have
- 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
Please note that visa sponsorship is not available for this position.
#LI-GK1 #LI-Remote
The pay range below represents a reasonable estimate of the on target earnings (salary plus target sales incentives) for the listed position. This role is eligible for a commission plan (as defined in the sales incentive plan document). Pay within this range varies by work location and may also depend on job-related factors such as an applicant’s skills, qualifications, and experience.
New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time off, and other competitive benefits designed to improve the lives of our employees.
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 [email protected].
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
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