Manager, Technical Account Management

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

📋 Description

• Oversee, mentor, and nurture a team of Technical Account Management and post-sales customer leaders who cater to mid-market and enterprise accounts across the AMER region.

• Establish a robust operating rhythm centered on accountability, featuring clear objectives, performance expectations, coaching schedules, and KPI visibility throughout the team.

• Ensure effective execution of the customer engagement process during onboarding, adoption, expansion, and renewal-risk moments to provide customers with consistent, high-quality support.

• Utilize customer health indicators, adoption metrics, renewal schedules, and account specifics to assist the team in prioritizing effectively, intervening proactively, and focusing efforts where they will yield the most significant results.

• Lead or participate in renewal strategy discussions, deal evaluations, and executive business reviews that link customer activities to business value, retention, and growth.

• Collaborate closely with Sales, Professional Services, Solutions, Product, and other cross-functional teams to ensure a seamless customer experience and swiftly eliminate obstacles.

• Represent the voice of the customer internally by highlighting trends, risks, feedback, and opportunities that should guide process enhancements, product direction, and team playbooks.

• Foster clarity in a rapidly evolving environment by refining team operations, decision-making processes, and scaling customer coverage over time.

• Develop and implement AI-driven workflows, agents, and automated playbooks that empower the team to manage more accounts with higher quality and reduced manual effort.

• Provide domain expertise to scalable AI tools and processes that disseminate TAM best practices across the entire customer base, not merely for individually managed accounts.

• Promote AI adoption within the team as a fundamental performance expectation, ensuring that every TAM utilizes AI as a multiplier in their daily customer interactions.

⛳️ Requirements

• Extensive experience in Customer Success, Technical Account Management, or a related post-sales SaaS role, including managing high-performing customer-facing teams.

• Background in supporting mid-market and enterprise clients in a B2B SaaS context, where retention, adoption, expansion, and engagement with executive stakeholders are critical.

• Proven track record of coaching teams through onboarding, value realization, renewal strategies, risk management, and growth opportunities across a portfolio of accounts.

• Strong operational judgment, with a comfort level in utilizing health scores, adoption data, renewal timelines, and account signals to prioritize tasks and enhance outcomes.

• Exceptional leadership, communication, and cross-functional collaboration skills, with the ability to influence both senior internal stakeholders and customer decision-makers.

• Ownership mindset, excellent prioritization skills, and the ability to function effectively in a dynamic environment with changing priorities.

• Capability to transform ambiguity into actionable plans by establishing structure, reinforcing accountability, and assisting teams in executing consistently at scale.

• Demonstrated success in integrating AI tools into team workflows to improve efficiency, coverage, and customer results.

• Eagerness to actively contribute expertise in creating scalable AI-driven processes, rather than merely utilizing existing tools.

🏝️ Benefits

• Equity

• 401k

• Health, Dental, and Vision insurance

• Spending accounts

• Life & Disability insurance

• Paid parental leave

• Flexible paid time off

• Enhanced employee assistance program

• Employee wellness stipend

• Professional development stipend