Senior Technical Account Manager - Engine by Starling

Starling•Toronto, ON

71d•Hybrid

About The Position

This is a rare opportunity to build something from the ground up. As Engine's inaugural Senior Technical Account Manager for Canada, you won't be stepping into an established playbook — you'll be writing it. You'll lead our entry into one of North America's most sophisticated and tightly regulated financial markets, anchored by a strategic partnership with a major Canadian financial institution. You'll serve as the primary executive-level technical advisor for our Canadian launch client — a well known digital challenger bank, backed by one of the Big Six — cultivating a relationship that will define Engine's regional credibility for years to come. Reporting directly to the Lead TAM, you'll combine deep technical fluency with executive presence, bridging Engine's global platform capabilities and the distinct regulatory realities of the Canadian market, including OSFI guidelines, FINTRAC obligations, and applicable provincial requirements. If you've been looking for a role that blends enterprise customer success, technical leadership, and genuine market-building — this is it.

Requirements

5+ years of progressive experience in Technical Account Management, Strategic Customer Success, or a comparable client-facing role.
A demonstrated track record managing top-tier enterprise accounts or leading foundational client relationships in a new market or region.
Proven ability to localise and execute a global strategy or methodology within a distinct regional context — adapting rather than replicating.
Fluency with cloud-based SaaS platforms and APIs, with the ability to troubleshoot and resolve complex technical issues independently and with credibility.
Executive presence: proven effectiveness building relationships with and influencing the technical strategy of C-level and VP-level stakeholders.
Outstanding written and verbal communication skills — with a track record of translating complex technical concepts for non-technical executive audiences, confidently and concisely.

Nice To Haves

Direct experience working in, or supporting clients operating in, the Canadian financial services market.
Familiarity with Canadian financial regulatory frameworks, including OSFI guidelines, FINTRAC reporting obligations, and relevant provincial regulatory requirements.
Experience as a first-hire or market-entry employee, with the agility and initiative that role demands.

Responsibilities

Drive the end-to-end technical success strategy for our Canadian launch client, with a clear focus on platform adoption, client satisfaction, and measurable business outcomes aligned to their Canadian market entry goals.
Own and localise Engine's global TAM playbook for the Canadian market — adapting frameworks, success metrics, and engagement models to reflect the regulatory and cultural context of Canadian financial services.
Develop and execute joint success plans with the client, identifying and prioritising technical initiatives that accelerate their core use cases and long-term platform value.
Lead Monthly and Quarterly Business Reviews (MBRs/QBRs), presenting strategic insights on platform performance, feature adoption, and forward-looking value realisation to VP and C-Suite stakeholders.
Build and sustain trusted advisory relationships at the executive level — translating complex platform capabilities into clear business value for Canadian market operations, and ensuring Engine is seen as a strategic partner, not a vendor.
Own the end-to-end Major Incident lifecycle for the Canadian client — driving cross-functional resolution with urgency, clear communication, and accountability across internal and client teams.
Lead proactive Problem Management initiatives to identify systemic risks, address root causes, and reduce the frequency and impact of incidents over time.
Serve as the Canadian client's primary escalation point for technical issues, maintaining composure and credibility under pressure in an environment where platform reliability directly affects financial operations.
Ensure smooth implementation of global product updates and API changes within the client's environment, managing communication and impact assessment proactively.
Gather, synthesise, and localise client feedback to surface Canada-specific product requirements — translating regulatory constraints (e.g., OSFI, FINTRAC) and market nuances into actionable product inputs.
Represent the Canadian client's voice in global product forums, ensuring regional strategic requirements are appropriately weighted in Engine's international roadmap.
Engage continuously in the client's planning cycles to align Engine's roadmap with their critical business objectives, building Engine's reputation as a genuinely responsive platform partner.
Build and maintain Canada-specific knowledge assets — localised runbooks, regulatory context guides, and best-practice documentation — that will accelerate future TAM hires and enable global teams to provide effective out-of-hours support.
Act as the go-to internal expert on the Canadian client environment, proactively upskilling Sales, Delivery, and Support colleagues on Canadian market nuances, integration specifics, and regulatory sensitivities.
Maintain compliance with global knowledge management standards, ensuring knowledge is accessible, current, and structured for cross-regional use.
Engine operates across multiple continents, and our TAM community shares responsibility for supporting clients outside standard business hours. As part of this team, you'll participate in a collaborative on-call rotation — approximately one weekend in every eight to ten — working alongside TAMs in the UK and Australia to ensure our global client base always has access to expert support.