Manager, Technical Account Management

What you’ll own

• Lead, coach, and develop a team of Technical Account Management / post-sales customer leaders supporting mid-market to enterprise accounts across AMER.
• Build a high-accountability operating rhythm with clear goals, performance expectations, coaching cadences, and KPI visibility across the team.
• Ensure strong execution of the customer engagement process across onboarding, adoption, expansion, and renewal-risk moments so customers get consistent, high-quality support.
• Use customer health signals, adoption data, renewal timing, and account context to help the team prioritize well, intervene early, and focus effort where it will have the greatest impact.
• Lead or contribute to renewal strategy reviews, deal reviews, and executive business reviews that connect customer activity to business value, retention, and growth.
• Partner closely with Sales, Professional Services, Solutions, Product, and other cross-functional teams to deliver a seamless customer experience and remove blockers quickly.
• Act as a voice of the customer internally by surfacing patterns, risks, feedback, and opportunities that should inform process improvements, product direction, and team playbooks.
• Help create clarity in a fast-changing environment by improving how the team operates, makes decisions, and scales customer coverage over time.
• Build and operationalize AI-driven workflows, agents, and automated playbooks that enable the team to cover more accounts at higher quality with less manual effort.
• Contribute domain expertise to scalable AI tools and processes that extend TAM best practices across the full customer base, not just individually managed accounts.
• Drive AI adoption within the team as a core performance expectation, ensuring every TAM leverages AI as a force multiplier in their day-to-day customer motions.

Required qualifications

• Significant experience in Customer Success, Technical Account Management, or a similar post-sales SaaS function, including experience managing high-performing customer-facing teams.
• Experience supporting mid-market and enterprise customers in a B2B SaaS environment where retention, adoption, expansion, and executive stakeholder management matter.
• Proven ability to coach teams through onboarding, value realization, renewal strategy, risk mitigation, and growth opportunities across a portfolio of accounts.
• Strong operational judgment, including comfort using health scores, adoption data, renewal timelines, and account signals to prioritize work and improve outcomes.
• Strong leadership, communication, and cross-functional collaboration skills, with the ability to influence both senior internal stakeholders and customer decision-makers.
• Clear ownership mindset, strong prioritization habits, and the ability to operate effectively in a fast-moving environment with shifting priorities.
• Ability to turn ambiguity into action by creating structure, reinforcing accountability, and helping teams execute consistently at scale.
• Demonstrated ability to integrate AI tooling into team workflows to improve speed, coverage, and customer outcomes.
• Willingness to actively contribute expertise toward building scalable AI-driven processes, not just consume existing tools.

Preferred qualifications

• Experience with work management, collaboration, CRM, customer success, or workflow platforms where product adoption and change management are central to customer value.
• Experience using tools such as Gainsight, Salesforce, or similar systems to manage account health, renewal planning, forecasting, and customer insights.
• Experience building or scaling post-sales processes, playbooks, or team operating models in a high-growth environment.
• Comfort leading executive business reviews, cross-functional account strategy conversations, and customer recovery plans for at-risk accounts.
• Experience building or deploying AI agents, automated playbooks, or intelligent workflow systems that reduce manual effort and improve customer coverage at scale.