Senior Technical Account Manager - Customer Success (AMER)

At [Employer], we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

We're looking for a Senior Technical Account Manager - Customer Success to act as a strategic partner and trusted advisor to our customers, blending strong relationship management with a deep understanding of [Employer]’s platform and capabilities. This role sits at the intersection of customer success, solution strategy, and technical enablement, supporting long-term growth, adoption, and measurable business outcomes.

Senior Technical Account Manager - Customer Success at [Employer] lead with a customer-first mindset, developing success plans, guiding onboarding and adoption, and ensuring stakeholders see continuous value throughout their lifecycle. While you’ll support technical initiatives like process optimization, workflow design, and AI enablement, you’ll also own the overall health, engagement, and strategic direction of your accounts. You’ll work cross-functionally with Sales, Product, and Support to align efforts and ensure each customer’s success story is long-term, scalable, and impactful.

Senior Technical Account Manager - Customer Success at [Employer] are responsible for delivering measurable value and driving meaningful business outcomes across their customer portfolio by focusing on:

• Customer Enablement & Onboarding: Guiding new teams through implementation, onboarding, and training to ensure a smooth start and foundational success.
• Account Health & Engagement: Proactively managing user adoption, stakeholder alignment, and account health to promote long-term success, retention, and growth opportunities.
• Process Optimization & Solution Design: Collaborating with customers to identify critical business processes, map them to scalable solutions, and drive efficiency through ongoing refinement and performance insights.
• Innovation Adoption & Workflow Automation: Empowering customers to leverage emerging features and technologies, including AI and automation, to enhance productivity, streamline operations, and deliver real-world impact.

Core Responsibilities

Senior Technical Account Manager - Customer Success at [Employer] act as the strategic and technical owner of the customer relationship, ensuring every customer achieves measurable success through [Employer] product and AI feature set.

• New Customer Onboarding Lead or support the end-to-end onboarding and implementation of [Employer], from discovery and solution design to training and go-live support.
• Translate functional and technical requirements into scalable [Employer] solutions, including workflows, templates, hierarchies, and automations.
• Guide customers through foundational setup, integration, and enablement, while promoting best-practices and system governance and change management.

Account Health Management

• Monitor seat utilization, adoption trends, and Champion/Stakeholder engagement.
• Build and execute adoption plans and account reviews to maintain or improve health.
• Identify risks early and build recovery plans in partnership with the account team.
• Deliver ongoing change management and enablement, ensuring customers continue to evolve and mature with the platform.

Workflow Mapping (IER Framework)

• Conduct Intake → Execution → Reporting (IER) cycles for key workflows.
• Lead discovery sessions to map current-state vs. future-state processes.
• Recommend optimizations and create workflow templates to scale across teams.

AI Enablement & Agent Deployment

• Drive adoption of [Employer] AI and build custom workflow Agents tied to customer use cases.
• Partner with customers to define and deliver new AI automations that align with business KPIs.
• Provide technical training and consultation on AI and automation best practices, including prompt design, agent architecture, and scaling use cases across teams.
• Track and report AI usage and credit consumption against plan.

Customer Success & Expansion

• Serve as the technical partner to assigned accounts, connecting adoption to business value.
• Generate qualified leads through data-driven insights and AI usage analysis.
• Drive cross-functional alignment to position renewals, expansions, and AI upsells.

Cross-Functional Collaboration

• Act as the voice of the customer, translating business objectives and pain points into actionable insights for Product, Engineering, and Support.
• Partner with account teams to maintain alignment between delivery and success.

Core Skills & Competencies

• Technical Acumen: Deep understanding of [Employer] platform capabilities, automation logic, integrations, and AI Agent functionality. Able to translate business needs into technical solutions.
• AI Expertise: Familiar with generative AI concepts, prompt design, and automation frameworks. Skilled at identifying and scoping AI use cases and consumption plans.
• Consultative Discovery: Exceptional at workflow analysis, process design, and identifying friction points. Uses structured discovery to map customer needs into [Employer].
• Project and Program Management: Ability to manage complex customer programs with multiple stakeholders, deadlines, and outcomes. Skilled at running structured account plans.
• Data and Reporting: Comfortable using dashboards and metrics to communicate health, adoption, and ROI. Interprets usage data to drive recommendations.
• Customer Engagement: Executive presence and strong communication skills. Builds trust at both ATL and BTL levels through credibility and clarity.
• Account Ownership: Full accountability for assigned book of business: proactive, organized, and driven to achieve measurable outcomes.
• Collaboration and Influence: Works cross-functionally with account team, Product, and Sales to align on outcomes. Influences without authority through insight and results.

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Equal Opportunity Employer

[Employer] is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

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AI Processing Notice

[Employer] may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at [email removed].