# Technical Account Manager

**Company:** [Variance](https://hotfix.jobs/companies/variance)
**Location:** San Francisco, CA, New York, NY
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** APIs, Integrations, SQL, AI/ML, Troubleshooting, System Architectures, Data Analysis, Documentation, Playbooks, B2B SaaS
**Posted:** 2025-08-04

> Serves as trusted technical advisor for enterprise customers post-deployment, resolving complex issues with APIs/integrations, monitoring account health, and driving adoption. Requires 4+ years in technical customer-facing roles, bachelor's in CS/engineering, and strong troubleshooting skills.

## Job Description

## Responsibilities
- Serve as the primary post-deployment technical point of contact for enterprise customers
- Develop a deep understanding of each customer’s technical environment, workflows, and operational requirements
- Guide customers on advanced product usage, configuration, and best practices to support long-term adoption and value realization
- Monitor technical account health through usage patterns, deployment signals, and customer feedback, proactively identifying risks and opportunities
- Diagnose, triage, and resolve complex technical issues related to APIs, integrations, data flows, and platform behavior
- Partner closely with Product and Engineering to investigate escalations, communicate impact clearly, and drive timely resolution
- Build and maintain scalable technical resources, including documentation, playbooks, implementation guidance, and troubleshooting materials
- Act as a structured feedback channel between customer teams and Variance’s product organization, surfacing recurring themes, feature requests, and operational insights
- Support strategic customer engagements, including business reviews, adoption planning, and technical expansion discussions

## Requirements
- 4+ years of experience in a Technical Account Manager, Solutions Engineer, Technical Customer Success, or similar customer-facing technical role
- 2+ years of experience supporting enterprise customers in a B2B SaaS environment, particularly in complex, multi-stakeholder accounts
- Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
- Demonstrated ability to understand complex system architectures and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders
- Strong troubleshooting and problem-solving skills, with a track record of managing sophisticated customer-facing technical issues through resolution
- Strong written and verbal communication skills, including the ability to document investigations, summarize technical issues, and produce high-quality customer-facing materials
- Comfort operating in a fast-paced, ambiguous environment with a high degree of ownership and cross-functional collaboration
- Strong alignment with Variance’s mission to build systems that protect people from fraud, scams, and abuse

## Preferred
- Experience working with AI/ML products, workflow platforms, or decisioning systems
- Experience supporting customers in fraud, risk, trust and safety, identity, compliance, or financial services
- Strong SQL proficiency and comfort using data to investigate issues and guide customer recommendations
- Experience partnering closely with Product and Engineering on escalations, bug management, and roadmap feedback
- Experience creating repeatable technical enablement materials and customer success playbooks
- Familiarity with the expectations and operating standards of regulated or security-conscious enterprise customers

## Benefits
- Platinum-level medical, dental, and vision insurance
- Unlimited PTO, sick leave, and parental leave
- Up to $100 per month in reimbursement for personal health and wellness expenses
- Free lunch and dinner
- 401(k) plan

## Similar roles

- [Tax Support Specialist](https://hotfix.jobs/jobs/e0093009-58c0-4284-96ce-2c6d64abf754) - Sphere - San Francisco, CA
- [Customer Onboarding Manager](https://hotfix.jobs/jobs/7b71afb6-595c-4acb-af14-f5ebede5c21a) - Idme - McLean, VA - $175k – $205k/yr
- [Care Pro Relationship Manager](https://hotfix.jobs/jobs/959a6fd4-60b8-4706-bd6b-2f58d187b830) - Honor - Remote - $64k – $68k/yr
- [Client Manager](https://hotfix.jobs/jobs/02b086d0-57f2-4700-994e-8593e43e7811) - Honor - Remote - $64k – $69k/yr
- [Customer Success Manager, Strategic Agency](https://hotfix.jobs/jobs/41b50034-d291-48a4-90a6-673878047d5b) - Scrunch - New York, NY - $110k – $140k/yr

**Apply:** https://hotfix.jobs/jobs/81dfdddd-8d92-4836-a4b6-ee9ccd9914e3
**Canonical:** https://hotfix.jobs/jobs/81dfdddd-8d92-4836-a4b6-ee9ccd9914e3