Technical customer success managers are harder to hire than engineers

Over two quarters, PostHog considered 4,345 applicants and sourced an additional 1,702 candidates for Technical Customer Success Manager roles in the Americas and EMEA, resulting in 12 offers after 479 initial calls, 187 technical interviews, 83 culture interviews, and 41 superdays, or roughly one offer per 500 people contacted. The hiring team says every application is manually reviewed and prioritizes candidates who combine technical ability with trust-building, curiosity, reliability, initiative, and a willingness to solve customer problems directly. Strong resumes demonstrate hybrid technical and customer-facing experience, self-directed projects, measurable customer outcomes, relevant technical skills, and clear communication, while successful interviewees listen closely, adapt to prompts, communicate concisely, show self-awareness, and explain their career choices honestly. The role may not suit people who prefer rigid playbooks, narrowly defined responsibilities, handing technical issues to others, or coding without customer interaction, as TCSMs are expected to investigate problems, help customers use products effectively, build internal tools and processes, and sometimes reduce customer bills when appropriate. PostHog has increasingly broadened its candidate pool beyond people with traditional account-management backgrounds, concluding that renewals and account planning are easier to teach than technical curiosity and a builder mentality.

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