Senior Technical Account Manager

Udemy•San Francisco, CA

56d•Remote

About The Position

As a Technical Account Manager (TAM), you will act as the primary technical liaison between our customers and internal teams. This role is critical in ensuring our customers achieve maximum value from the Udemy platform. You will own the post-sales technical relationship with a portfolio of enterprise clients, helping them onboard effectively, resolve technical issues, and drive long-term adoption and satisfaction. You are a key player in customer retention, satisfaction, and orchestrating growth - often contributing directly to Gross Revenue Retention (GRR) and customer health metrics.

Requirements

6+ years of customer-facing technical experience in SaaS (e.g., Technical Account Manager, Solutions Engineering, Solutions Architect, or Solutions Consultant).
Experience in developing and implementing strategic programs with cross-functional impact and influence.
Strong verbal, written, and presentation skills; able to simplify complex technical topics and tell a compelling story.
Skilled at influencing and aligning stakeholders across functions and levels.
Extensive experience working closely with Customer Success, Sales, Support, Product, and other cross-functional partners to drive customer outcomes and business impact.
Demonstrated ability to approach challenges with a solution-oriented mindset.
Comfortable balancing strategic planning with tactical execution.

Responsibilities

Serve as the trusted technical advisor for a portfolio of strategic or enterprise clients.
Lead regular technical check-ins, health assessments, and strategic reviews with clients.
Guide customers through onboarding, integration, and deployment processes.
Provide hands-on configuration and guidance to ensure successful implementation.
Coordinate with Product and Engineering to manage technical requirements, timelines, and delivery.
Act as the primary technical point of contact for escalations and ongoing technical needs.
Troubleshoot complex product-related issues and coordinate internal resources for resolution.
Advocate on behalf of customers by providing feedback to internal teams and influencing roadmap decisions.
Educate customers on product capabilities, updates, and relevant integrations.
Create and deliver tailored documentation, technical workshops, or training sessions.
Share industry and product best practices to drive maturity and innovation in customer usage.