Senior Technical Account Manager - Customer Success

Accountabilities

• Act as the strategic and technical owner of customer relationships, helping organizations successfully adopt, optimize, and expand their use of the platform.
• Partner with customers and internal teams to deliver value, improve workflows, and ensure long-term success.
• Lead customer onboarding and implementation initiatives, from discovery and solution design through training, launch, and ongoing enablement.
• Translate customer business requirements into scalable technical solutions, including workflows, templates, integrations, automations, and governance structures.
• Develop and execute customer success plans focused on adoption, engagement, retention, and measurable business outcomes.
• Monitor account health metrics, usage trends, stakeholder engagement, and adoption levels to identify opportunities and risks.
• Conduct workflow discovery sessions to understand current processes, identify improvement areas, and design optimized future-state solutions.
• Drive adoption of AI-powered capabilities and automation features by identifying use cases, designing workflows, and supporting successful deployment.
• Provide guidance on AI best practices, including prompt design, automation strategies, agent configuration, and scaling AI initiatives across teams.
• Analyze product usage data and reporting insights to communicate ROI, identify expansion opportunities, and support strategic decision-making.
• Serve as a trusted advisor to customer stakeholders, building strong relationships across technical, operational, and executive teams.
• Collaborate with Sales, Product, Engineering, and Support teams to advocate for customer needs and improve the overall customer experience.
• Support renewal and expansion efforts by connecting platform adoption with customer business objectives and measurable value.

Requirements

• Customer-focused technical professional with experience managing complex accounts, driving adoption, and delivering technology solutions.
• Strong understanding of SaaS platforms, workflow optimization, automation concepts, integrations, and enterprise technology adoption.
• Experience leading customer onboarding, change management, enablement programs, and long-term account strategies.
• Ability to analyze customer processes and translate business challenges into practical technical solutions.
• Familiarity with generative AI concepts, prompt engineering, automation frameworks, and AI-driven productivity solutions.
• Strong project and program management skills, with the ability to manage multiple stakeholders, timelines, and priorities.
• Comfortable working with dashboards, adoption metrics, usage data, and reporting tools to communicate customer health and ROI.
• Excellent communication and presentation skills, with the ability to build credibility with both technical teams and business executives.
• Strong ownership mindset with the ability to proactively identify opportunities, solve problems, and drive outcomes.
• Ability to collaborate effectively across Sales, Product, Engineering, and Support teams while influencing without direct authority.

Benefits

• Competitive compensation package with an OTE range of $110,000 - $150,000.
• Equity opportunities.
• 401(k) retirement plan.
• Health, dental, and vision insurance coverage.
• Paid time off.
• Paid parental leave.
• Life and disability insurance.
• Spending accounts and employee assistance programs.
• Employee wellness stipend.
• Professional development stipend.
• Remote-first work environment with flexibility.
• Opportunity to work with innovative AI-powered technology and influence the future of workplace productivity.
• Collaborative culture focused on growth, impact, and continuous learning.