Senior Director, Strategic Account Management

Scale Computing INC•Austin, TX

25d•Hybrid

About The Position

Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. The Senior Director of Strategic Account Management is our business and technical leader responsible for serving as a trusted advisor to Scale Computing’s largest and most complex enterprise customers. This role combines deep technical expertise across managed security services, hyperconverged infrastructure, and edge computing, with strong executive presence and acumen. The ideal candidate will lead high-touch customer engagement, translate business objectives into technical strategy, and partner cross-functionally to drive customer outcomes, retention, and long-term growth across distributed, enterprise-scale environments. This leader oversees the Strategic Account Management team of Technical Account and Customer Success members who provide guidance, resource management, and technical leadership to our customers ensuring exceptional post-sales experiences in every interaction. This position reports to the VP of Operations, is hybrid and requires on-site presence at one of our North America office locations multiple days per week, as well as regular travel throughout the year for customer meetings. This position is hybrid and requires on-site presence multiple days per week in either our Austin, TX or Indianapolis, IN office.

Requirements

Proficiency leading Technical Account Management, Customer Success Engineering, or similar post-sales technical organizations.
Background supporting enterprise or multi-site customers in industries such as retail, hospitality, convenience stores, or other distributed operations.
CRM/Salesforce proficiency.
Experience partnering closely with Sales on renewals, expansions, and long-term account strategy.
Familiarity with managed networking, edge computing, or hyperconverged infrastructure solutions.
Bachelor’s degree in a technical or business-related field, or equivalent experience.
8–12+ years of relevant experience, including multiple years leading customer-facing technical teams.

Responsibilities

Proven senior leader owning a team managing complex enterprise customer relationships, driving retention, expansion, and executive-level alignment across large, distributed accounts.
Ability to serve as a strategic partner to CIOs, CTOs, and infrastructure leaders by translating business objectives into clear technical strategies and measurable outcomes.
Strong financial and operational acumen, including experience with renewals, expansion opportunities, consumption-based models, and services margin management.
Build and scale a Strategic Account Management framework across all platforms, encompassing lifecycle planning, role definition, success metrics, hiring strategy, and team training to support Services growth.
Establish customer health, risk, and governance models to proactively identify issues, guide executive engagement, and drive predictable outcomes across the customer portfolio.
Deep hands-on knowledge of hyperconverged infrastructure, virtualization, networking, and storage, with the ability to articulate architecture decisions, tradeoffs, and roadmap implications.
Working expertise in edge computing, distributed systems, and managed services (including firewalls and security), particularly within large, multi-site enterprise environments.
Ability to engage credibly with customer architects and engineers while confidently leading strategic technical discussions with executive stakeholders.
Experience leading high-touch Technical Account Management, Customer Success, or similar post-sales functions for enterprise customers with complex, distributed footprints.
Track record of driving customer outcomes through adoption planning, lifecycle management, proactive risk identification, and structured escalation management.
Influence Product, Engineering, and Services roadmaps by representing enterprise customer needs, usage patterns, and market trends.
Exceptional collaboration across Sales, Product Management, Engineering, Support, and Services to deliver a cohesive, high-quality customer experience.
Proven ability to lead executive-level customer relationships, complex escalations, and difficult conversations with clarity, confidence, and sound judgment.
Comfort operating in ambiguity and fast-changing environments while balancing competing internal and external priorities.
Lead executive-level customer communications, including QBRs, roadmap alignment, and long-term value realization discussions.