Senior Technical Account Manager

Incode Technologies

3d•Hybrid

About The Position

Incode is a Series B unicorn ($1.25 B valuation) rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner® Magic Quadrant™ for Identity Verification, we’re scaling fast—and we need a product-marketing leader who can turn breakthrough technology into a category-defining narrative. As a Strategic Technical Account Manager for Tier 1 Financial Services, you own the most complex, highest-stakes technical relationships in the company. Your accounts are global institutions — major banks, card networks, and fraud organizations — operating in regulated environments where identity verification failures have direct financial, legal, and reputational consequences. You operate as Incode's technical authority at the executive level. You're trusted by Bank CISOs, Heads of Fraud, and Platform Engineering leaders. You translate ambiguous regulatory and architectural problems into concrete delivery plans. You don't escalate to engineers — you coordinate them. You don't wait for incidents — you prevent them. This is not a typical TAM role. A successful Strategic TAM at Incode understands the full software stack — comfortable coding front-end customizations, creating integration samples and diagrams, debugging complex issues, performing deep-dive data analysis, and producing custom reports.

Requirements

5+ years in a technical customer-facing role with demonstrated ownership of Tier 1 enterprise accounts: TAM, Customer Success Engineer, Solutions Architect, or Principal SE.
Full-stack integration fluency: Web/Mobile SDK, REST/webhooks, async patterns, SQL, logs, and distributed tracing.
AWS architecture experience — multi-region deployment, availability zones, and the operational implications of architectural decisions.
Data analysis and reporting fluency — you build operational dashboards, health scorecards, SLA reports, and trend analyses.
Incident command experience — you've led major production incidents at enterprise accounts and know how to manage the room.
Scripting and automation proficiency (Python, Bash, or equivalent) — you build tools for yourself and your accounts.
Direct experience working with Tier 1 financial services institutions in a technical capacity.
Working knowledge of at least two of: SOC 2, PCI DSS, GDPR/CCPA, PIPEDA — as something you've navigated in practice.
Experience interfacing with security and compliance stakeholders (CISOs, InfoSec teams, internal audit) in a technical vendor role.
Familiarity with enterprise change management: model governance, freeze windows, release gating.

Nice To Haves

Experience with identity verification, fraud prevention, biometrics, or related security products.
Knowledge of SDK injection attacks, client-side security threat modeling, or mobile application security.
Experience at a high-growth SaaS company scaling through a hypergrowth phase.

Responsibilities

Serve as Incode's primary technical authority, dedicated to one or more Tier 1 FinServ accounts — credible in conversations with CISOs, Heads of Fraud, VP-level Platform Engineering, and Compliance leadership.
Own the technical account relationship end-to-end: architecture reviews, roadmap alignment, risk posture, and long-term platform strategy.
Partner with Account Directors on commercial strategy — translate technical health into retention and expansion signals.
Maintain deep working knowledge of customer integration architectures: Web and Mobile SDK on the front end; REST, webhook, async architectures, SQL, logs/tracing, and AWS deployment models on the back end.
Conduct formal architecture reviews and production readiness assessments for new deployments and major changes.
Identify integration risks, performance bottlenecks, and security exposure before they surface in production.
Own formal change and release management for your accounts — upgrade windows, test plans, customer communication, and rollback procedures.
Lead BCP and multi-region readiness assessments; ensure your accounts can meet their regulatory RTO/RPO obligations.
Run incident response for your accounts: lead technical bridges, manage executive communication, drive post-incident reviews, and own the remediation plan.
Maintain documented operational runbooks for each account — not just for yourself, but to ensure continuity
Operate fluently in regulated environments: SOC 2, PCI DSS, GDPR, CCPA, PIPEDA — you understand what these frameworks require of Incode's platform and your customers' integrations.
Support security reviews, vendor assessments, and penetration test responses for your accounts.
Understand and advise on SDK injection threat modeling — the attack surface specific to client-side identity verification.
Familiarity with ML model governance in regulated environments: model versioning, bias auditing, explainability requirements, and compliance obligations when AI-driven decisions affect financial access.
Serve as the technical voice in compliance conversations so Account Directors and Legal aren't navigating alone.
Synthesize patterns across your accounts into specific, actionable product feedback —bring Engineering and Product the signal they can't get from tickets.
Coordinate internal technical resources (SE, Engineering, Security, Support) proactively, not reactively.
Identify platform gaps that create risk for your accounts and advocate for resolution with appropriate urgency.
Build AI-assisted workflows for operational overhead: status reporting, runbook generation, incident summaries, compliance documentation.
Develop reusable playbooks for FinServ TAM engagements that can scale to other TAMs taking on regulated accounts.