Customer Success Manager, Sydney

Newrelic

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Your opportunity As an Associate Technical Success Manager (TSM) at New Relic, you will play a foundational role in nurturing technical relationships with customers, supporting their initial adoption and understanding of our platform. Your position is crucial in facilitating smooth onboarding and providing essential knowledge to drive platform utilization. What you'll do Customer Adoption: * Support technical onboarding: Assist customers in integrating New Relic within their cloud environments, ensuring they begin to realize platform value. * Conduct fundamental training sessions: Help develop educational resources and introductory training that explain core functionalities and benefits. Activity Management & Relationship Building: * Monitor and contribute to Mutual Activity Plans: Track customer progress and provide basic insights into observability tool usage. * Interact with technical stakeholders: Work closely with stakeholders to understand initial goals and align platform use to support their objectives. Value Communication & Updates: *  Partner with customers to develop business cases for expansion and quantify solution impacts through regular reporting. *  Present  platform capabilities and create new content; provide training to customers for ongoing proficiency.   This role requires * BS or equivalent experience: Computer Science or Computer Engineering * Certified or equivalent experience in Cloud technology (AWS, Azure, or Google Cloud Platform) * Cloud-Native Foundation: technical knowledge of modern tech stacks, including Cloud, Containers, and Kubernetes (EKS, AKS, or GKE). * Familiarity is desirable with at least one programming language (Java, PHP, Ruby, Node.js, Python or SQL scripting for initial integration support and optimization. * At least 1 year of experience in a customer-facing role within SaaS or tech sectors  * Skilled in communicating technical concepts clearly and building strong relationships. * A proactive attitude toward problem-solving and customer success. * Excellent analytical and problem solving skills * Experience with AI Tools; Experience in prompt engineering/natural language processing ("vibe coding") to efficiently retrieve information or develop solutions. * Strong written communication skills. 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

Databricks

CSQ227R247 The Engagement Manager is responsible for helping customers accelerate value through the adoption of the Databricks platform working with them defining and orchestrating the required engagement to ensure success. As an Engagement Manager, you will ensure that our customers are making the most value of our products and services by positioning, preparing, managing the delivery and follow-up of our professional services and training engagements. This role is a strategic and cross-functional position that will partner closely with Sales, Field Engineering, Partners Support and Product Teams on campaigns, programs, and content. You will report to the Sr. Director, Professional Services The impact you will have: * Demonstrate a passion for the job and lead by example by putting Databricks and our customers first to achieve the sales and delivery mission * Collaborate with the sales counterpart and engages early in the sales process to seek to understand our customer's needs, their business, how success is defined, and ensure that we are exceeding expectations in delivery and developing valued solutions * Identify opportunities for new services by understanding and addressing potential new use-cases and the ability to articulate the business value in the upsell, or extension of services * Develop commercial models including leveraging Databricks and Partner investment vehicles to help address our customer budgetary constraints for success. * Performs as the Engagement Manager in the assigned area with full accountability for meeting/exceeding Professional Services and Training KPIs. * Ability to articulate relevant customer success stories, services offerings, and metrics that demonstrate value to the customer * Consult with clients to understand and analyze engagement scope, requirements, time, cost and benefits. Responsible for estimating, scoping and developing the statement of work documents as necessary * Drive resolution of delivery challenges, address resource contentions, scoping issues and manage expectations What we look for: * Data and AI domain knowledge and experience working with customers to realise business value through to production implementations * Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution * Excellent customer-facing skills and the ability to communicate with and develop strong relationships at all levels including with senior executives both internally and externally * Consistent track record of identifying customer needs and successfully implementing solutions * Demonstrate strong leadership experience, the ability to enforce good project governance and drive delivery excellence * Strong service delivery and program management skills with the ability to synthesize customer success outcomes into well-structured program plans that deliver against such outcomes * Proven experience in estimating effort and scope for services  * Proven experience in meeting and achieving KPI and targets including CSAT, Bookings and Revenue. * Outstanding communication and customer relationship skills About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.

Datadog

At Datadog, we don’t just support our products, we master them. As Datadog’s in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers, from the world’s most innovative startups to the largest enterprises, to harness the full power of Datadog’s platform, ensuring their growth, reliability, and performance. Through deep technical expertise, relentless problem-solving, and exceptional customer engagement, we educate, guide, and troubleshoot, delivering high-impact solutions that shape the customer experience. Whether through hands-on technical call, in-depth fact findings meeting, or complex investigations, we set the gold standard for technical excellence and customer advocacy. As part of our TEE team, you’ll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level. This is not just a support role; this is a career-defining opportunity to push boundaries, grow as an expert, and make a tangible impact on both our customers and Datadog’s future. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.  What You’ll Do: * Manage, develop, coach and mentor Technical Escalation Engineers and/or people managers and their teams who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations * Partner with Technical Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives at scale  * Ensure the successful onboarding and development of Technical Escalation Engineers * Oversee all projects and initiatives within the region, as well as cross regional ones, and functional areas that Managers are responsible for and ensure successful and timely completion of said projects * Collaborate cross-functionally with senior leaders to implement operational improvements and ensure that our customer experience remains highly regarded * Elevate the customer experience by refining escalation workflows, optimizing product feedback loops, and ensuring our global support strategy meets the highest standards. * Act as a key liaison across Datadog, driving alignment between Support, Sales, Customer Success, Engineering and Product to strengthen collaboration, resolve high-impact issues and enhance overall customer satisfaction.  * Conduct regular 1:1’s with team members to provide constructive feedback and skills development. * Assist recruiting efforts to find and hire top talent.  * Responsible for ensuring that all quarterly targets for the region and functional area are met Who You Are: * A strategic and people-first leader with a proven track record of managing high-performing teams, including leading other managers. You excel at coaching and developing talent, fostering a culture of collaboration, ownership and massive impact. * Product-minded with the ability to connect technical expertise to business. You understand how to bridge the gap between customer needs, product development and operational excellence. * Data-driven and outcome focused, leveraging insights to guide decision-making, optimized team performance, and drive continuous improvement in customer experience and product adoption. * A strong cross-functional collaborator, adept at working with Engineering, Product and other stakeholders to shape and execute key initiatives ensuring alignment with business goals. * Constantly seeking ways to refine how technical enablement, self-service and customer engagement contribute to the broader team and product strategy. * An advocate for customer success, ensuring that escalations, feedback loops and product signals are effectively leveraged to influence product direction and improve overall customer experience.  Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.   Benefits and Growth: * Best-in-breed onboarding * Generous global benefits * Intra-departmental mentor and buddy program for in-house networking * New hire stock equity (RSUs) and employee stock purchase plan (ESPP) * Continuous professional development, product training, and career pathing * An inclusive company culture, able to join our Community Guilds and Inclusion Talks Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. #LI-Hybrid ---------------------------------------------------------------------------------------------------------------------------------- About Datadog:  Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. ---------------------------------------------------------------------------------------------------------------------------------- Equal Opportunity at Datadog: Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.  Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.  Privacy and AI Guidelines: Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.