Technical Account Manager

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

📋 Description

• Act as the main point of contact for Enterprise and Mid-Market customers throughout their entire lifecycle.

• Foster robust customer relationships through proactive communication, strategic advice, and consistent engagement.

• Perform structured Quarterly Business Reviews (QBRs) that emphasize customer outcomes, adoption, and future planning.

• Oversee onboarding processes for Enterprise customers, including milestone planning, progress tracking, and support for adoption.

• Identify accounts at risk early through customer signals, usage patterns, and engagement trends, and proactively implement recovery plans.

• Collaborate with customers to address escalations, manage detractor situations, and guarantee a positive customer experience.

• Work closely with Product, Engineering, Support, and Sales teams to meet customer needs and achieve successful outcomes.

• Monitor customer commitments, outstanding action items, and internal follow-ups until completion.

• Assist in the creation of customer success playbooks, processes, and AI-supported workflows as the team continues to expand.

⛳️ Requirements

• 3–5 years of experience in Customer Success or Technical Account Management in a B2B SaaS context.

• Proven experience in managing customer relationships, handling escalations, overseeing renewals, and leading onboarding initiatives independently.

• Exceptional project management and organizational abilities, capable of juggling multiple priorities simultaneously.

• Experience in cross-functional collaboration with Product, Engineering, Support, and Sales teams.

• Strong CRM documentation practices and a proactive, customer-centric approach.

• Strongly Preferred: Experience in healthcare SaaS environments.

• Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools.

• Experience in scaling organizations where processes and tools are actively developing.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and advancement.

• Flexible working arrangements.