TAM Director

Oscilar

3d • $255,000 - $285,000 • Remote

About The Position

Oscilar is seeking a Director of Technical Account Management to lead and scale a high-performing team responsible for customer success, retention, expansion, and long-term value realization. This hands-on leadership role calls for building and developing Technical Account Managers who own customer portfolios, guide technical adoption, anticipate risks, identify growth opportunities, and deliver measurable business outcomes.

Reporting to the VP of Solutions Engineering & Customer Success, the Director will set standards for technical account ownership, partner with strategic customers, and strengthen the team's expertise in AI-driven risk decisioning and agentic AI. The role also connects customers with Product and Engineering, turning customer and deployment insights into actionable product and roadmap recommendations. It brings together technical customer success, commercial strategy, AI adoption, and product innovation.

Requirements

• 10+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, or related technical customer-facing roles within enterprise SaaS, fintech, or AI-driven platforms.
• 5+ years of leadership experience, including hiring, coaching, developing, and scaling high-performing technical customer-facing teams.
• Proven experience leading enterprise customer portfolios with accountability for GRR, NRR, customer adoption, retention, and expansion.
• Track record of building teams with independent account ownership, commercial accountability, and strong technical judgment.
• Deep understanding of enterprise customer success, including executive business reviews, customer health frameworks, renewal strategy, account planning, and expansion motions.
• Strong technical foundation across REST APIs, SQL, Python, data integrations, and cloud infrastructure such as AWS, GCP, or Azure.
• Ability to guide complex customer implementations, troubleshoot technical escalations, and collaborate with Solutions Architects, Product, and Engineering.
• Familiarity with AI/ML platforms, agentic AI, or LLM-powered enterprise workflows, including deployment, evaluation, and operational considerations.
• Practical experience using LLMs and AI tools to improve productivity, accelerate analysis, automate workflows, or solve complex business problems.
• Strong commercial instincts and ability to connect technical adoption and customer value realization with retention and revenue expansion.
• Exceptional executive communication skills, including the ability to influence C-suite stakeholders and translate technical concepts into business outcomes.
• Data-driven leadership approach, with experience defining KPIs, tracking leading indicators, and using performance insights to guide decisions.
• Ability to influence cross-functional stakeholders and translate customer insights into meaningful product, engineering, and business outcomes.

Nice To Haves

• Domain expertise in fraud prevention, credit risk, identity, AML/KYC/KYB, compliance, or financial-services risk decisioning.
• Experience at a fintech, financial institution, fraud or risk management platform, or enterprise AI company.
• Experience deploying, supporting, or advising on agentic AI systems, AI agents, or LLM-powered enterprise workflows.
• Familiarity with rules engines, ML-driven decisioning, case management, alert management, and risk operations.
• Experience with customer success platforms such as Salesforce, Gainsight, Totango, or similar tools.
• Experience building or scaling a Technical Account Management function in a high-growth startup or scale-up environment.

Responsibilities

• Lead, hire, and develop a high-performing Technical Account Management team, fostering extreme ownership, technical excellence, and customer accountability.
• Enable TAMs to own customer engagement across onboarding, implementation, adoption, renewal, and expansion.
• Own team performance against Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer satisfaction, product adoption, and time-to-value objectives.
• Set standards for account success planning, executive engagement, customer health management, and proactive identification of retention and expansion opportunities.
• Serve as the senior escalation point for strategic accounts, complex technical challenges, critical incidents, and high-stakes customer engagements.
• Build executive relationships, lead strategic business reviews, and ensure customers realize measurable value from the platform.
• Partner with Account Executives, Sales Engineers, Solutions Architects, and Customer Success leadership on renewal strategies, commercial expansion, and complex implementations.
• Provide technical leadership across API integrations, SQL, Python, cloud infrastructure, and enterprise data workflows, engaging specialized engineering resources when appropriate.
• Champion agentic AI adoption, guiding customers through AI-driven automation strategies, workflow design, deployment, and ongoing optimization.
• Develop team fluency in AI agent evaluation, human-in-the-loop workflows, performance monitoring, and production governance for fraud, credit, and compliance use cases.
• Use AI tools such as Claude, Cursor, GPT, or similar technologies to accelerate analysis, improve team productivity, and create scalable customer enablement resources.
• Represent the voice of the customer in Product and Engineering discussions, translating deployment insights, recurring challenges, and emerging needs into roadmap recommendations.
• Partner with Product and Engineering on beta programs, early-access initiatives, and reusable implementation frameworks.
• Build scalable operating processes, customer health frameworks, performance dashboards, and team development programs while preserving autonomy.
• Communicate portfolio performance, renewal risk, expansion opportunities, and strategic customer insights to senior leadership.

Benefits

• Competitive salary and equity packages, including a 401(k) plan.
• Remote-first culture.
• 100% employer-covered comprehensive health, dental, and vision insurance with a top-tier plan for you and your dependents (US).
• Unlimited PTO policy.
• Family-friendly environment with regular team events and offsites.
• Learning and professional development opportunities.

What This Job Offers

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