Technical Success Manager

Atlanta · Chicago · Houston · Illinois · USD 149,000-186,000 · 3+ years experience · Hybrid · Posted Oct 8, 2026

At a glance

The Technical Success Manager (TSM) is a high-impact role responsible for the complete post-sales technical journey and expansion architecture within the enterprise customer base.
This position acts as the customer's ultimate technical champion, driving platform adoption, consumption, and the technical architecture for expansion motion.

Work alongside customers during the onboarding process, understanding their needs and guiding them through best practices to ensure prompt achievement of committed usage levels.
Design and execute Mutual Activity Plans (MAPs) tied directly to customer business outcomes, setting clear milestones and addressing implementation hurdles.
Proactively engage with customers to mitigate churn risks by continuously demonstrating platform value and addressing technical concerns.
Deliver tailored, high-impact product demonstrations that show how the platform solves specific business pains.
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.
Perform detailed account whitespace mapping to identify priority expansion areas and co-create Architecture Blueprints and technical roadmaps.
Lead personalized training sessions, technical workshops, and create high-quality resources to foster a strong community of champions within engineering organizations.
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.
Collaborate on Customer Business Reviews (CBRs) and executive dashboards to quantify and communicate the ROI of solutions to key decision-makers.

3+ years of demonstrated experience working directly with enterprise customers to drive technical adoption, customer success, or account expansion.
Strong technical background combined with a robust sales/customer orientation, including the ability to build business justifications for expansion.
An interest in or previous experience with performance monitoring and observability tools (infrastructure, application, web/mobile, or user experience).
Familiarity with modern IT environments (cloud platforms like AWS/Azure/GCP, Kubernetes, or SRE practices) and 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 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

New Relic provides a flexible workforce model allowing fully office-based, fully remote, or hybrid work.

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