Senior Technical Account Manager, Atlas

Armada

17h • Remote

About The Position

The Senior Technical Account Manager for Atlas is responsible for owning the post-deployment technical success of Armada’s Atlas customers. This role focuses on platform adoption, operational maturity, reliability, and expansion, rather than initial deployment execution. Atlas deployments are handled by Armada’s support and delivery teams due to the SaaS nature of the product. Once customers are live, the Senior TAM becomes the primary technical owner and success partner, ensuring Atlas is deeply embedded into customer workflows, governance models, and operational processes. A core responsibility of this role is to build, maintain, and actively drive Joint Success Plans (JSPs) with customers. These plans align Atlas platform capabilities with customer business outcomes and serve as the operating framework for ongoing engagement, prioritization, and value delivery. Success is measured by adoption depth, customer confidence, retention, expansion, and demonstrated business value.

Requirements

• 8+ years of experience in technical account management, customer success engineering, platform engineering, or SRE-adjacent roles
• Strong experience supporting enterprise SaaS platforms in production environments
• Deep understanding of cloud platforms, distributed systems, and operational tooling
• Proven ability to build and drive Joint Success Plans tied to measurable outcomes
• Ability to explain complex technical concepts clearly to engineers and executives
• Strong written and verbal communication skills

Nice To Haves

• Experience supporting control planes, management platforms, or observability tools
• Familiarity with Kubernetes, distributed infrastructure, and hybrid cloud environments
• Exposure to regulated or sovereign customer environments
• Experience driving adoption, value realization, and expansion for enterprise SaaS products
• Comfort operating with ambiguity and owning outcomes end to end

Responsibilities

• Technical account ownership and customer success
• Serve as the primary technical point of contact (L1) for Atlas customers post go-live
• Own the short and long-term technical success and health of assigned accounts
• Build trusted, durable relationships with customer engineering, IT, platform, and operations teams
• Act as the customer’s advocate inside Armada for platform improvements and roadmap alignment
• Is main contact point during escalations and drives resolution
• Collaborates with AEs to co-deliver QBRs
• Joint Success Plan ownership
• Build, maintain, and continuously drive Joint Success Plans with customers
• Align Atlas platform capabilities to customer business objectives, operational KPIs, and success criteria
• Use the Joint Success Plan as the system of record for priorities, milestones, risks, and outcomes
• Regularly review and update success plans with customer stakeholders and Armada leadership
• Ensure success plans directly inform adoption strategy, roadmap discussions, and expansion planning
• Atlas platform adoption and optimization
• Drive deep adoption of Atlas capabilities including monitoring, lifecycle management, governance, and automation
• Help customers integrate Atlas into existing workflows, tooling, and operational processes
• Identify usage gaps, friction points, and opportunities to expand Atlas value
• Guide customers from initial usage into advanced, production-grade operating patterns
• Identifies applications to be integrated into Marketplace and drives the execution of this integration
• Supports customers to self-onboard assets which are not covered by Support like SD-WAN and others
• Supports the customers with asset management best practices
• Trains new users to use Atlas in a proficient way
• Time-to-value and ongoing value realization
• Accelerate time-to-value by prioritizing high-impact Atlas use cases
• Translate platform usage into measurable outcomes such as improved uptime, operational efficiency, and reduced complexity
• Track, quantify, and communicate realized value through structured reviews and health checks
• Operational excellence and reliability
• Monitor platform health, usage trends, and operational signals across assigned accounts
• Proactively identify risks, misconfigurations, or adoption challenges before they impact customers
• Coordinate with Support, Engineering, and Product teams to resolve issues efficiently
• Ensure customers operate Atlas in a secure, stable, and scalable manner
• Governance, security, and compliance alignment
• Support customers in aligning Atlas usage with security, access control, audit logs, and governance expectations
• Partner with customer security and compliance teams as needed
• Maintain disciplined operational hygiene, documentation, and access management
• Expansion and growth support
• Identify Atlas-led expansion opportunities including additional users, environments, or use cases
• Partner with Sales and Customer Success leadership on expansion planning, grounded in the Joint Success Plan
• Provide technical validation and guidance for Atlas-driven growth opportunities
• Cross-functional collaboration
• Work closely with Support teams responsible for Atlas onboarding and deployment
• Partner with Product and Engineering to provide structured feedback based on real customer usage
• Collaborate with regional GTM and Customer Success teams to ensure seamless customer experience

Benefits

• Medical, dental, and vision (subsidized cost)
• Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)
• Retirement plan options, including 401(k) and Roth 401(k)
• Unlimited paid time off (PTO)
• 14 paid company holidays per year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed