Associate Technical Success Manager

About the role

The Associate 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.

Responsibilities

• 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. 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.
    • 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.

Requirements

• Enterprise Customer Focus: 2+ years of demonstrated experience working directly with enterprise customers to drive technical adoption, customer success, or account expansion.
• Techical & 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: 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).

Qualifications

• Bachelor's degree in Engineering/Computer Science or equivalent desirable.

Skills

• Strong technical background combined with a robust sales/customer orientation.
• Familiarity with modern IT environments (cloud platforms like AWS/Azure/GCP, Kubernetes, or SRE practices).
• Foundational knowledge of coding/scripting languages.
• Ability to design and execute customer-facing project plans, technical roadmaps, and keep highly organized documentation.
• 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).

Benefits

Estimated On-Target Earnings Range $120,000—$150,000 USD

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.

Pay

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.

Schedule

Remote