Senior Director, Technical Account Management

HUMAN•New York, NY

1d•$200,000 - $220,000•Remote

About The Position

This role reports to the VP of Customer Success and leads the technical account management strategy across all customer segments. The Senior Director translates broad customer success objectives into tactical plans to drive adoption, operational health, retention, expansion, and long-term customer value. The focus is on ensuring all customers achieve measurable value through strong technical engagement, proactive operational guidance, and high-touch escalation management. This person will play a critical role in connecting customer outcomes to technical execution, helping customers operationalize our platform successfully while building the processes and leading the team needed to scale. This role is ideal for a high-performing technical customer success leader looking to expand into broader organizational and strategic leadership across multiple customer segments, including media / ad-tech, cybersecurity, enterprise SaaS, and digital customer success motions. We are seeking someone with strong operational instincts, technical credibility, and leadership potential who is excited to grow into increasing scope and influence. Success in this role requires balancing hands-on operational leadership with scalable execution, leading high-performing teams, improving customer outcomes, and partnering closely with Customer Success, Product, Engineering, and Sales leadership to continuously improve the customer experience.

Requirements

8+ years in Technical Account Management, Customer Success, Solutions Engineering, or related customer-facing technical roles; experience in adtech or adjacent digital advertising ecosystems strongly preferred.
3-5+ years of people leadership, including managers and high-performing, scaled technical customer-facing teams.
Strong customer engagement and operational leadership skills, with experience driving technical adoption, customer health, and measurable business outcomes.
Experience supporting enterprise customers with complex technical environments, integrations, or operational workflows.
Demonstrated ability to lead through customer escalations, navigate ambiguity, and coordinate effectively across Product, Engineering, Support, Customer Success, and Sales teams.
Strong operational instincts with the ability to translate strategic goals into practical customer programs, processes, and execution plans.
Data-driven mindset with experience leveraging customer health metrics, adoption signals, and operational KPIs to improve outcomes.
Excellent communication and stakeholder management skills across both technical and executive audiences.
Experience working within media/ad-tech, cybersecurity, fraud prevention, identity, programmatic, or other technically complex ecosystems is strongly preferred.
Comfortable operating in fast-paced, evolving environments and scaling teams, processes, and customer engagement models over time.
Proven track record as a strong operator, collaborative leader, and trusted customer partner with the potential to grow into broader organizational leadership responsibilities.

Nice To Haves

Candidates based in or aligned to Eastern Time are strongly preferred.

Responsibilities

Execute the overarching Customer Success vision and strategy across all customer segments.
Translate objectives into actionable technical adoption and operational health plans.
Develop "get-to-green" strategies to remove adoption barriers and improve technical outcomes.
Ensure consistency in engagement, escalation management, and operational maturity.
Drive technical adoption, product utilization, and operational best practices.
Improve customer ROI via proactive technical guidance and optimization.
Oversee high-touch technical escalations and coordinate cross-functional resolution.
Ensure customers achieve measurable business outcomes through effective platform implementation and usage.
Help drive Net Revenue Retention (NRR) and Gross Retention Rate (GRR) by improving technical adoption and operational health.
Partner with Customer Success and Sales leadership on expansion opportunities.
Reduce technical risk factors that cause churn or stalled adoption.
Act as a conduit for customer technical needs to Product and Engineering.
Provide structured customer feedback to influence roadmap prioritization.
Advocate for scalable solutions to improve customer experience and operational efficiency.
Lead and develop a highly specialized technical customer success organization spanning multiple customer segments and engagement models.
Build a high-accountability culture focused on customer outcomes, technical excellence, and operational rigor.
Coach on engagement strategy, technical problem-solving, and escalation management.
Support organizational scale via hiring, onboarding, enablement, and process development.
Establish operational processes and frameworks to improve customer health and team efficiency.
Monitor and improve key KPIs: Product Adoption Rate, Time-to-Value, Technical CSAT/NPS, Customer Operational Health, and NRR/GRR influence.
Drive data-informed decision-making and consistency.