Manager, Commercial Technical Success

About this role

Responsibilities

• Lead & Scale: Manage and grow regional hubs in EMEA and APAC, delivering a rapidly expanding catalog of services that drive product adoption and customer satisfaction.
• Innovate the Workflow: Act as a pioneer for the team by implementing new AI and Automation tools into procedures to accelerate TTV and proactively mitigate churn.
• Strategic Partnership: Partner closely with Commercial Sales leadership to engage with existing customers, aligning technical success with business goals.
• Drive Resolution: Act as the ultimate point of escalation for account issues, coordinating across Technical Support, Sales, and Engineering to ensure swift resolution.
• Mentor & Develop: Build and motivate a high-performing team of TSMs, focusing on professional growth, empowerment, and a culture of continual improvement.
• Thought Leadership: Contribute to the broader organization's vision for business transformation and the evolution of the customer experience.
• This role requires
• Proven Management: Direct experience leading technical customer success, professional services, or technical account management teams within a SaaS environment.
• Operational Architect: The ability to design and deliver support models that scale with growth while remaining aligned with specific customer segments.
• Technical Fluency: A strong understanding of modern web/mobile application architecture and the ability to speak the "language" of technical customers.
• Commercial Acumen: A deep understanding of value drivers in recurring revenue business models and how to translate technical milestones into ROI.
• Bonus points if you have
• Global Perspective: Experience managing distributed teams across diverse cultural and commercial landscapes in EMEA and APAC.
• Service Delivery Roots: A combined background in technical architecture and post-sales service delivery.
• Agility: A track record of learning and adapting quickly within high-growth, dynamic environments.
• Please note that visa sponsorship is not available for this position.
• 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 resume@newrelic.com.
• 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