Director, Technical Account Management (USA Or Canada) - Remote - Remote Eligible

Director, Technical Account Management

Location: USA or CAD (Remote position but candidate must be physically located in the USA or Canada)

About the Role:

We are seeking a strategic and customer-centric Director of Technical Account Management to lead and scale our global TAM organization. This leader will own the success of our technical account management function, responsible for deepening customer relationships, ensuring technical success, and driving long-term value for our enterprise clients.

You will oversee a team of highly skilled TAMs, serve as a key customer advocate within the organization, and collaborate cross-functionally with Sales, Engineering, Product, and Support to ensure we exceed customer expectations at every stage of the journey.

Key Responsibilities:

• Lead and scale a team of Technical Account Managers across regions, ensuring delivery of high-impact, proactive support for strategic accounts

• Define vision, strategy, and KPIs for the TAM function aligned with customer satisfaction, retention, and expansion goals

• Act as executive sponsor for key accounts, building strong relationships and advocating for their technical needs

• Partner with Customer Success, Sales, and Product teams to drive product adoption, renewals, and growth opportunities

• Design and implement processes and frameworks for customer onboarding, escalation management, and technical QBRs

• Identify common customer challenges and feedback to inform product development and improve the customer experience

• Hire, coach, and develop top-tier TAM talent to ensure a high-performing, customer-obsessed team

• Build reporting and analytics to track health, engagement, and TAM effectiveness across the customer base

Qualifications:

• 8–12+ years of experience in customer-facing technical roles (TAM, solutions engineering, support, consulting), including 3+ years in a leadership role

• Proven track record of managing enterprise customers in complex, technical environments

• Strong people management skills with experience scaling teams and developing talent

• Deep technical acumen — able to understand and articulate complex technical concepts to both technical and non-technical audiences

• Experience working in SaaS, cloud infrastructure, data platforms, or enterprise software preferred

• Excellent communication, executive presence, and relationship-building abilities

• Customer-first mindset with a bias toward action and problem-solving

Preferred:

• Familiarity with enterprise account management tools (e.g., Gainsight, Salesforce, Zendesk)

• Background in engineering or computer science a plus

What we can offer you:

Remote-first environment Competitive salary and pre-IPO stock options A broad selection of medical, dental and vision insurance plans Optional HSA, FSA and dependent care reimbursement accounts Company-paid life insurance Generous holiday and vacation policy Family leave programs for life events 401(k) Monthly stipend for cell phone and gym memberships A great company culture with a strong emphasis on diversity, equity and inclusion