Technical Account Manager

About the Role

We're looking to hire a Technical Account Manager to own the enterprise customer technical relationship from signed contract through production and beyond. As a key member of our early GTM team, you'll drive customers to go-live, keep them healthy, and grow their usage over time- scoping problems, removing blockers, bringing the right people, and driving to conclusion.

Your Impact

• Own the full post-sale technical relationship for a book of enterprise accounts, from pre-go-live scoping through post-launch stabilization and expansion.
• Drive customers to go-live with urgency and precision: define success criteria with senior technical stakeholders, design implementation strategy per customer, run daily standups and 30/60/90 onboarding reviews, and project manage the rollout end-to-end.
• Independently triage customer technical issues - distinguishing product bugs, integration failures, and customer-side misconfigurations - and route to the right internal owner on the first try.
• Lead FDEs through implementation: set direction, manage scope, and serve as the primary technical counterpart for the customer, not a project manager with a spreadsheet.
• Translate customer needs into crisp internal documentation like clear bug reports, feature requests with full context, and scope change docs, not vague Slack threads.
• Monitor account health proactively, identify at-risk customers before problems escalate, and drive consumption and usage growth across the book.
• Surface expansion opportunities to AMs with specific context. Flag upsell-ready accounts, build the handoff, and understand the revenue connection between customer health and growth.
• Build the TAM playbook as a byproduct of execution: 30/60/90 framework, escalation paths, go-live checklists, and technical champion management.
• Partner with Product and Engineering as the voice of the customer - turn customer pain into platform improvements and close the feedback loop.

What You Bring

• 6+ years of experience in technical account management, customer success, solutions engineering, or a related customer-facing technical role at a high-growth B2B company
• Genuinely technical: can read API docs, understand system architecture, triage integration issues, and hold a real conversation with an engineer
• Proven ability to manage a complex multi-stakeholder book simultaneously: know which fires to fight and which to watch, with prioritization judgment over process compliance
• Strong project management instincts without being a "project manager" - can run a complex implementation end-to-end and keep 15 accounts moving at once
• Excellent problem scoper: hears "it's broken" and turns it into a clear problem statement, routes it correctly on the first try, and drives to resolution
• Strong communicator across altitudes - can run a daily standup with engineers and a QBR with a VP without losing substance in either direction
• Commercially aware: sees the connection between customer health and revenue growth and actively drives consumption, retention, and expansion - not just satisfaction
• High ownership, high autonomy: comfortable making decisions without asking permission and being accountable for customer outcomes
• Fluent with AI agents and tools to manage account load, automate status tracking, and focus time on judgment-intensive work

Nice-to-haves

• Experience in voice AI, real-time audio/video, or telephony infrastructure
• Background where technical account management was a revenue-driving function, not a support function
• Infrastructure, developer tools, or API-first product experience
• Experience scaling from Series A/B through growth stage and adapting the customer motion as the business evolves.

More Details

In-office policy: We’re an in-person team based out of offices in San Francisco, London and Bangalore. We love being in the office, hanging out together, and learning from each other every day.

Visa sponsorship: We provide visa sponsorship support and assess each circumstance on a case-by-case basis. However, visa sponsorship is dependent on many factors, including the role you are applying for, and the location you are going to be based, and so we can't always guarantee success. Your Recruiter will work with you to understand your visa sponsorship needs from the first call.

• We ship fast.
• All of our work is novel and cutting edge, and execution speed is paramount.
• We have a high bar, and we don’t sacrifice quality or design along the way.

We support each other. We have an open & inclusive culture that’s focused on giving everyone the resources they need to succeed.

Our Benefits (Us Employees Only)

• Compensation Competitive base salary alongside attractive equity package.
• Health Insurance Fully covered medical insurance along with dental and vision for you and your family.
• Parental Leave 9 weeks paternity & 12 weeks maternity leave
• 401(k)
• Commuter Allowance A monthly stipend to help you get to and from the office.
• Flexible PTO Take as much time as you need to recharge your batteries.
• Meals & Snacks Lunch, dinner and plenty of snacks, provided daily.
• Your own personal Yoshi