Manager, Technical Account Management

This is a fully remote position, open to applicants in Arizona, +26 more states.

📋 Description

• Lead and mentor a team of Technical Account Managers. Provide guidance on technical proficiency, effective customer communication, and strategic account planning. Establish and maintain high-performance standards while fostering a culture that enables individuals to excel in their work.

• Propel technical customer success. Ensure your team offers proactive technical advice and best-practice suggestions that assist customers in adopting and gaining value from the Highspot platform - including AI-driven features such as intelligent content recommendations, MCP-based workflows, and automation functionalities.

• Own the narrative around data. Direct your team to utilize platform analytics (usage trends, adoption metrics, health scores) and convert those insights into clear business outcomes and ROI stories for both customers and internal stakeholders.

• Scale the organization efficiently. Collaborate with your management team to design and execute organizational, process, and operational enhancements as the TAM function expands. Establish playbooks, escalation frameworks, and engagement models that promote consistency and efficiency.

• Synthesize customer insights effectively. Collect technical themes and product feedback from your team’s portfolio to inform product roadmap decisions, feature enhancements, and process improvements. Serve as a credible voice of the customer to the Product & Engineering teams.

• Collaborate across departments. Act as a supportive partner to Customer Success, Sales, Support, and Product teams. Navigate varying priorities with a well-reasoned approach and make decisions that incorporate the broader business context.

• Develop a profound understanding of product and technical aspects. Maintain comprehensive knowledge of the Highspot platform, its integrations, and the technical ecosystems our customers operate within. Stay updated on AI adoption trends and modern SaaS architectures to guide your team effectively.

⛳️ Requirements

• Over 4 years of experience managing high-performing technical or customer-facing teams within a SaaS environment.

• More than 8 years in technical account management, solutions engineering, customer success engineering, or a comparable client-facing technical role.

• At least 4 years of experience with complex enterprise customers, including Fortune 2000 accounts.

• Demonstrated success in hiring, developing, and retaining excellent technical talent.

• Experience in steering teams through enterprise change management and digital transformation initiatives, with a clear understanding of what it takes to drive adoption in large, complex organizations.

• Familiarity with customer health metrics, adoption frameworks, and value realization methodologies (e.g., health scoring, maturity models, outcome-based success planning).

• Comfortable with platform analytics and capable of coaching your team on transforming usage data into impactful business narratives.

• Working knowledge of AI-driven product features and the capacity to guide your team on practical AI adoption with customers.

• Strong understanding of CRM platforms, SSO technologies (SAML, OIDC, SCIM), REST APIs, MCPs, and email deliverability.

• A clear and confident communicator who can articulate a vision both internally and externally, building trust with technical teams and executive stakeholders.

• Proven ability to define and refine processes, navigate uncertainty, and instill accountability.

• Strong cross-functional instincts, making decisions that encompass broader perspectives.

🏝️ Benefits

• Equal Opportunity Statement

• We are an equal opportunity employer and value diversity within our company. We do not discriminate based on age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.

• Did you interpret the requirements as a checklist and found that you do not meet every single point? Don’t exclude yourself! If this role resonates with you, click the ‘apply’ button.