Head of Technical Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the global Technical Account Management strategy, ensuring technical success and fostering long-term customer outcomes.

• Build, manage, and expand a global team of Technical Account Managers, overseeing hiring, onboarding, training, and career advancement.

• Establish engagement models, success metrics, and best practices for post-sale technical account management.

• Guarantee that customers derive measurable, ongoing value from the ScaleOps platform, including cost reductions, performance enhancements, and operational efficiency improvements.

• Forge deep, trust-based relationships with technical and operational stakeholders within customer organizations.

• Assist customers in adopting, optimizing, and scaling the platform in real-world production settings.

• Serve as a strategic technical advisor, helping customers align ScaleOps with their evolving infrastructure and business objectives.

• Act as the senior technical escalation point for strategic accounts.

• Proactively identify risks, gaps, and underutilized capabilities; drive mitigation and optimization strategies; and communicate these to leadership.

• Ensure that customers maintain stable, healthy environments while continuously enhancing outcomes.

• Collaborate closely with Account Managers to promote retention and growth through value creation and long-term customer well-being.

• Work alongside Support to ensure smooth escalation and resolution of technical issues.

• Partner with Product and Engineering to surface customer insights and feature requests, influence roadmap priorities, and enhance platform usability and reliability.

• Represent the customer perspective in internal discussions and planning initiatives.

• Define and monitor key performance indicators (KPIs) such as adoption rates, value realization, and customer health and satisfaction.

• Create scalable playbooks, processes, and documentation to facilitate global growth.

• Continuously improve how ScaleOps delivers technical value to customers at scale.

⛳️ Requirements

• Demonstrated experience in leading or scaling Technical Account Management or post-sale technical customer success teams within B2B SaaS.

• Strong working knowledge of Kubernetes and cloud-native/container platforms (mandatory).

• Experience supporting enterprise customers in production, mission-critical environments.

• Customer-first mindset with a proven track record of driving adoption, optimization, and long-term value.

• Ability to communicate complex technical capabilities in terms of clear customer outcomes.

• Excellent leadership, communication, and stakeholder management abilities.

• Comfortable working in a fast-paced, global environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment and remote work options.