Technical Account Manager

About the role

We’re looking to hire a Technical Account Manager to own the enterprise customer technical relationship from signed contract through production and beyond. As a key member of our early GTM team, you’ll drive customers to go‑live, keep them healthy, and grow their usage over time—scoping problems, removing blockers, bringing the right people, and driving to conclusion.

Key responsibilities

• Own the full post‑sale technical relationship for a book of enterprise accounts, from pre‑go‑live scoping through post‑launch stabilization and expansion.
• Drive customers to go‑live with urgency and precision: define success criteria with senior technical stakeholders, design implementation strategy per customer, run daily stand‑ups and 30/60/90 onboarding reviews, and project‑manage the rollout end‑to‑end.
• Independently triage customer technical issues—distinguishing product bugs, integration failures, and customer‑side misconfigurations—and route to the right internal owner on the first try.
• Lead FDEs through implementation: set direction, manage scope, and serve as the primary technical counterpart for the customer.
• Translate customer needs into clear internal documentation such as bug reports, feature requests with full context, and scope‑change docs.
• Monitor account health proactively, identify at‑risk customers before problems escalate, and drive consumption and usage growth.
• Surface expansion opportunities to AMs, flag upsell‑ready accounts, and understand the revenue connection between health and growth.
• Build the TAM playbook: 30/60/90 framework, escalation paths, go‑live checklists, and technical champion management.
• Partner with Product and Engineering as the voice of the customer, turning pain points into platform improvements.

Required profile

• 6+ years of experience in technical account management, customer success, solutions engineering, or a related customer‑facing technical role at a high‑growth B2B company.
• Genuinely technical: can read API docs, understand system architecture, triage integration issues, and hold real conversations with engineers.
• Proven ability to manage a complex multi‑stakeholder book simultaneously with strong prioritization judgment.
• Strong project‑management instincts without being a traditional project manager; can run complex implementations end‑to‑end.
• Excellent problem‑scoping skills: turn vague “it’s broken” reports into clear problem statements and drive resolution.
• Effective communicator across all levels, from daily stand‑ups with engineers to QBRs with VPs.
• Commercially aware: actively drives consumption, retention, and expansion linked to customer health.
• High ownership and autonomy; comfortable making decisions and being accountable for outcomes.
• Fluent with AI agents and automation tools to manage account load and focus on judgment‑intensive work.

Required skills

• API documentation reading
• System architecture understanding
• Integration troubleshooting
• AI agents and automation tools
• Voice AI
• Real‑time audio/video handling
• Telephony infrastructure
• Developer tools
• API‑first product experience

What we offer

• Competitive base salary with an attractive equity package.
• Fully covered medical insurance, dental and vision for you and your family.
• Parental leave: 9 weeks paternity, 12 weeks maternity.
• 401(k) retirement plan.
• Monthly commuter allowance stipend.
• Flexible PTO to recharge as needed.
• Daily lunch, dinner and snacks provided.