TAM Director

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

📋 Description

• Lead, recruit, and nurture a high-performing Technical Account Management team

• Enable TAMs to take ownership of customer interactions from onboarding and implementation to adoption, renewal, and expansion

• Manage team performance metrics such as GRR, NRR, customer satisfaction, product adoption, and time-to-value goals

• Set benchmarks for account success planning, executive engagement, customer health management, and opportunities for retention and expansion

• Act as the senior escalation point for strategic accounts, intricate technical challenges, critical incidents, and high-stakes customer interactions

• Foster executive stakeholder relationships and lead strategic business reviews

• Collaborate with Account Executives, Sales Engineers, Solutions Architects, and Customer Success leadership on renewals, expansions, and implementations

• Provide technical expertise across API integrations, SQL, Python, cloud infrastructure, and enterprise data workflows

• Advocate for agentic AI adoption, encompassing automation strategies, workflow design, deployment, and optimization

• Enhance team proficiency in AI agent evaluation, human-in-the-loop workflows, performance monitoring, and production governance

• Utilize AI tools such as Claude, Cursor, GPT, or similar to boost analysis and productivity

• Represent customer feedback in Product and Engineering discussions and offer roadmap recommendations

• Collaborate on beta programs, early-access initiatives, and reusable implementation frameworks

• Develop scalable operating processes, customer health frameworks, performance dashboards, and team development programs

• Communicate portfolio performance, renewal risks, expansion opportunities, and strategic customer insights to senior leadership

• Establish a high-performing TAM organization with independent portfolio ownership, technical credibility, and commercial accountability

• Enhance customer retention, net revenue retention, product adoption, and time-to-value

• Promote the adoption of AI-powered decision-making and agentic AI capabilities

• Create feedback loops between customers, Product, and Engineering

• Develop scalable customer success frameworks that support company growth

⛳️ Requirements

• Over 10 years of experience in Technical Account Management, Customer Success, Solutions Engineering, or similar technical customer-facing roles in enterprise SaaS, fintech, or AI-driven platforms

• More than 5 years of leadership experience

• Expertise in hiring, coaching, developing, and scaling high-performing technical customer-facing teams

• Proven track record of managing enterprise customer portfolios with responsibility for GRR, NRR, customer adoption, retention, and expansion

• Experience with independent account ownership, commercial accountability, and strong technical judgment

• In-depth knowledge of enterprise customer success, executive business reviews, customer health frameworks, renewal strategies, account planning, and expansion initiatives

• Strong technical foundation in REST APIs, SQL, Python, data integrations, and cloud infrastructure (AWS, GCP, or Azure)

• Ability to guide complex customer implementations, resolve technical escalations, and collaborate effectively with Solutions Architects, Product, and Engineering teams

• Familiarity with AI/ML platforms, agentic AI, or LLM-powered enterprise workflows, including deployment, evaluation, and operational considerations

• Practical experience utilizing LLMs and AI tools

• Strong commercial instincts linking technical adoption with customer value realization, retention, and revenue growth

• Exceptional executive communication skills with the ability to influence C-suite stakeholders

• Data-driven leadership experience in defining KPIs, monitoring leading indicators, and leveraging performance insights

• Capability to influence cross-functional stakeholders and translate customer insights into product, engineering, and business outcomes

• Preferred: domain expertise in fraud prevention, credit risk, identity management, AML/KYC/KYB, compliance, or financial-services risk decision-making

• Preferred: experience at a fintech, financial institution, fraud or risk management platform, or enterprise AI company

• Preferred: experience with deployment, support, or advisory roles regarding agentic AI systems, AI agents, or LLM-powered enterprise workflows

• Preferred: familiarity with rules engines, ML-driven decision-making, case management, alert management, and risk operations

• Preferred: experience with Salesforce, Gainsight, Totango, or similar customer success platforms

• Preferred: experience in building or scaling a Technical Account Management function in a high-growth startup or scale-up environment

🏝️ Benefits

• Competitive salary and equity packages

• 401(k) plan

• Remote-first culture

• Comprehensive health, dental, and vision insurance fully covered by the employer with a top-tier plan for you and your dependents (US)

• Unlimited PTO policy

• Family-friendly environment

• Regular team events and offsites

• Exceptional learning and professional development opportunities

• Contribute to making the internet safer by protecting online transactions