Manager, Customer Advocate

Atlanta, Georgia

Employer: New Relic, Inc
Industry: 
Salary: Competitive
Job type: Full-Time
Your opportunity
Our customer advocate team is passionate about driving relationships with our customers to achieve maximum value from their New Relic solution. We are looking to add a Manager, Customer Advocate to manage a team of Customer Advocates and help us continue to deliver on our mission!

What you'll do

  • Lead the post-sales process for our largest and most strategic customers, with a focus on account and value realization planning, user and product adoption, satisfaction and ensuring high retention.
  • Contribute to thought leadership and standard methodology, both internally and externally, around business transformation.
  • Evangelize expansion and paid services opportunities in order to accelerate customer value.
  • Track accounts to identify early risk factors, and develop and implement risk mitigation plans.
  • Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Engineering, etc.
  • Maintain & gain knowledge of the technologies supported by New Relic.
  • Craft reusable materials that will continually improve the efficiency of customer value realization, adoption, and expansion.
  • Direct your team to develop strategic implementation plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals.


This role requires

  • BS/BA degree, applicable certification or equivalent related experience required.
  • 8+ years demonstrated experience desirable plus the knowledge, skills,and abilities outlined above.
  • 2-4 years people management experience.
  • Background of post-sale and sales experience
  • Previous customer enablement and training experience
  • Previous SaaS and enterprise software experience
  • Experience implementing and adapting general Customer Success methodologies across varying customer segments and go-to-market strategies.
  • Deep understanding of Customer Success metrics and how to measure them


Bonus points if you have

  • Detailed experience and knowledge of SaaS software development, deployment, and maintenance practices
  • Strong understanding of value drivers in recurring revenue business models
  • Ability to learn and adapt quickly in a high-growth, dynamic environment
  • Shown experience working with cross-functional teams to provide the best possible experience for customers
  • East coast time zone with access to airport for travel
Created: 2024-05-01
Reference: FY24|S&M|#6103
Country: United States
State: Georgia
City: Atlanta
ZIP: 30334

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