Technical Account Manager

About the position

As our first Customer Success Manager, you'll play a pivotal role in driving customer satisfaction, adoption, and retention among our enterprise customers. You'll collaborate closely with stakeholders to ensure they achieve their desired outcomes with our platform while identifying opportunities for growth and advocacy. You'll also help shape our customer success processes and strategy, setting the foundation for a high-impact team.

Responsibilities

• Lead enterprise customers through onboarding, ensuring a seamless implementation process and setting them up for long-term success.
• Build trusted partnerships with customer stakeholders, including IT, data teams, and business leaders.
• Proactively drive product adoption, helping customers unlock the full potential of our platform to meet their business goals.
• Monitor customer health, anticipate challenges, and deliver proactive solutions to prevent churn.
• Act as a problem solver, collaborating with internal teams (support, engineering, product) to resolve customer issues effectively.
• Identify upsell and cross-sell opportunities aligned with customer needs and work with sales to realize them.
• Collect and relay insights to the product and engineering teams to influence improvements and new features.
• Track and report on customer success metrics (adoption rates, NPS, retention, and expansion) to ensure measurable impact.

Requirements

• 3+ years in a customer success, account management, or similar role, preferably in B2B SaaS or data-focused solutions.
• Strong familiarity with data integration solutions, APIs, ETL processes, and enterprise data systems is highly desirable.
• A proven track record of building strong customer relationships and delivering exceptional results.
• Ability to think critically and craft tailored strategies for complex enterprise environments.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Self-starter who thrives in a dynamic, fast-paced environment and is excited to shape a new function.
• A strong team player who can work cross-functionally to achieve shared goals.

Benefits

• Relocation assistance for U.S. relocation to San Francisco roles.
• Unlimited Paid Time Off with a minimum of 25 PTO days per year.
• 16 weeks of paid parental leave for all new parents.
• Sponsored annual company-wide retreats and team offsites.
• Open book policy for professional development books.
• Continuous learning/training policy for conferences and training programs.
• Blue Shield or Kaiser Medical Insurance, covering 100% for employees and dependents.
• Dental and Vision Insurance, covering 100% for employees and dependents.
• Life and AD&D Insurance, covering 100% for employees.
• Short-term and Long-term Disability Insurance, covering 100% for employees.
• Healthcare insurance stipend for those outside the US.
• 401k for US-based employees.
• FSA (flexible spending account).
• Visa sponsorship for H1B Transfers, TN Visas, and Green Cards.