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New Relic is seeking a Technical Success Manager to join its Tokyo office as a core member supporting the company's growth. This role bridges technical expertise and customer success, working closely with Sales, Solutions Consultants, Technical Support Engineers, and Marketing teams to ensure customers effectively adopt and maximize value from New Relic's observability platform.
In this position, you will lead post-contract customer engagement and optimization, guiding customers through onboarding, implementation in their environments, and sustained adoption. You will provide technical leadership across all aspects of New Relic's products and services, train customers on real-time performance troubleshooting, identify and mitigate churn risks, and collaborate cross-functionally to resolve customer issues rapidly. You will also serve as a voice for customers, feeding insights back to internal teams to drive product improvements.
As a domain specialist, you will mentor team members on industry-specific challenges, foster capability development, and ensure the team operates at peak effectiveness. The role emphasizes building trust through close customer engagement, translating technical concepts into business value, and driving a virtuous cycle of customer success and business growth.
This is an exciting opportunity to work across diverse industries and complex systems, gaining exposure to multiple technologies and market dynamics while building a career centered on the core principles of customer success.
REQUIREMENTS:
- Experience designing and developing applications (backend and/or frontend) in a professional capacity
- Hands-on experience building systems using public cloud services (AWS, Azure, GCP)
- Production system troubleshooting experience, including full lifecycle issue management from detection to permanent resolution
- Track record of proposing and negotiating with external customers or internal stakeholders
- 7+ years in IT professional services, SaaS vendor roles, or Customer Success functions (preferred)
- Demonstrated success managing large, complex customer engagements and driving customer satisfaction
- Understanding of web/mobile application development and architecture
- Ability to translate technical concepts and features to business needs
- Customer-focused mindset with ability to rapidly learn and adapt
- 3+ years leading people and teams to successful outcomes, with proven ability to operate responsive software support functions
- Clear ability to articulate the importance of customer experience and bridge gaps between business needs and technical details
- Strong communication, people management, and coaching skills
- Data collection, analysis, and interpretation capabilities; passion for identifying, defining, and solving problems
- Experience with cloud platforms such as AWS, Azure, or Cloud Foundry (preferred)
BONUS:
- Project leadership experience with multi-person teams
- Public speaking or seminar facilitation experience
- Technical coaching or capability development experience with engineers (internal or external)
- English reading, writing, and communication skills
