Technical Account Manager
Own technical relationships with production customers, driving retention, product adoption, measurable value, and expansion. The role requires 7+ years in customer-facing technical work, enterprise account expertise, API fluency, and experience across early- and later-stage companies.
About the job
Responsibilities
- Own customer health, retention, and north-star retention metrics for customers in production.
- Drive value-led growth by identifying and unlocking expansion opportunities through product utilization and measurable ROI.
- Monitor customer usage and identify features that could deliver significant organizational value.
- Build and maintain recurring and ad hoc customer engagement efforts.
- Serve as the technical bridge between production customers and the product team.
- Pair deep product knowledge with customer needs to propose solutions and expansion opportunities.
- Create and implement Customer Success processes, automated monitoring systems, and customer touchpoints.
- Collaborate with the Chief of Staff, Founding Engineer, and Customer Success team to improve account management.
Requirements
- 7+ years in a customer-facing technical role, such as Solutions Architect or Solutions Engineer.
- 4+ years at one company.
- Experience with formal or informal technical sales activities.
- Experience working with a technical product.
- Ability to read API documentation and translate technical concepts for non-technical stakeholders, and vice versa.
- Experience at both an early-stage startup and a later-stage company that has scaled Customer Success, such as a Series D or larger company.
- Expertise managing complex enterprise deals over extended periods and increasing customer usage.
- Ability to drive projects to completion in fast-paced, ambiguous environments without a playbook.
- Based in San Francisco or willing to relocate.
- Willingness and flexibility to travel as needed.
Nice-to-haves
- Expert-level Healthcare IT or healthtech domain knowledge.
- Familiarity with FHIR and HL7.
- Production software engineering experience.
- Experience building or consuming REST APIs and webhooks.
- Software engineering background before transitioning to a customer-facing role.
Compensation and Benefits
- Competitive equity and compensation package.
- Platinum family health insurance, dental, and vision coverage.
- 401(k) retirement plan with matching.
- Flexible work from home or in-office arrangements.
- Complimentary healthy lunches when working in-office, with breakfast and dinner as needed.
- Quarterly company off-sites.
- Company-provided MacBook.
- Unlimited paid time off.
Skills
Api Documentation, Customer Success, Technical Sales, REST APIs, Webhooks, FHIR, Hl7, Healthcare It, Enterprise Account Management, Customer Health Monitoring
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