Manager, Technical Account Management

What You'll Do

• Lead and develop a team of Technical Account Managers. Coach your team on technical depth, customer communication, and strategic account planning. Set and uphold high performance standards while building a culture where people do their best work.
• Drive technical customer outcomes. Ensure your team delivers proactive technical guidance and best-practice recommendations that help customers adopt and get value from the Highspot platform - including AI-powered features like intelligent content recommendations, MCP based workflows, and automation capabilities.
• Own the data story. Guide your team to leverage platform analytics (usage trends, adoption metrics, health scores)- and translate those insights into clear business outcomes and ROI narratives for customers and internal stakeholders.
• Scale the organization. Partner with your management team to design and implement organizational, process, and operational improvements as the TAM function grows. Define playbooks, escalation frameworks, and engagement models that drive consistency and efficiency.
• Synthesize customer insight. Aggregate technical themes and product feedback from across your team’s portfolio to inform product roadmap decisions, feature refinement, and process improvements. Act as a credible voice of the customer with Product & Engineering.
• Partner across functions. Work as an effective ally to Customer Success, Sales, Support, and Product teams. Navigate differing priorities with a balanced, reasoned approach and make decisions that account for broader business context.
• Cultivate deep product and technical expertise. Maintain strong knowledge of the Highspot platform, its integrations, and the technical environments our customers operate in. Stay current on AI adoption patterns and modern SaaS architectures to guide your team effectively.

Your Background

• 4+ years of managing high-performing technical or customer-facing teams in a SaaS environment.
• 8+ years of experience in technical account management, solutions engineering, customer success engineering, or a similar client-facing technical role.
• 4+ years working with complex enterprise customers, including Fortune 2000 accounts.
• Proven track record of hiring, developing, and retaining strong technical talent.
• Experience guiding teams through enterprise change management and digital transformation initiatives – you understand what it takes to drive adoption across large, complex organizations.
• Familiarity with customer health metrics, adoption frameworks, and value realization methodologies (e.g., health scoring, maturity models, outcome-based success planning).
• Comfort with platform analytics and the ability to coach your team on turning usage data into meaningful business narratives.
• Working knowledge of AI-driven product features and the ability to guide your team on practical AI adoption with customers.
• Strong understanding of CRM platforms, SSO technologies (SAML, OIDC, SCIM), REST APIs, MCPs, and email deliverability.
• Clear, confident communicator who can articulate a vision internally and externally, and who builds trust with both technical teams and executive stakeholders.
• Proven ability to define and optimize processes, navigate ambiguity, and drive accountability.
• Strong cross-functional instincts. You make decisions that take broader perspectives into account.

Travel Expectations

Expect approximately 15% travel for on-site customer engagements, QBRs, and team collaboration.