Technical Account Manager

Blacksmith•San Francisco, CA

About The Position

At Blacksmith, we’re rebuilding CI from the ground up. We provide cloud infrastructure that enables engineering teams to run GitHub Actions dramatically faster and far more cost-effectively — and we’re on a mission to build the world’s first CI-optimized cloud. As more of the world’s largest and fastest-growing engineering organizations move CI workloads onto Blacksmith, we’re hiring our first Technical Account Managers to lead the long-term success and growth of our strategic customers. TAMs are the connective tissue between our customers and our internal teams — ensuring customers realize massive value, adopt best practices for CI modernization, and scale their usage as their engineering organizations evolve. This is a highly strategic, technical, and customer-facing role. You’ll work closely with engineering leaders, platform teams, and Blacksmith’s Sales, Solutions Engineering, Product, and Infrastructure teams to make customers wildly successful on our platform.

Requirements

4–8 years of experience in TAM, Solutions Engineering, Customer Success Engineering, or DevOps/Platform roles. Experience with enterprise software, cloud infrastructure, CI/CD, or developer tools is strongly preferred.
Strong technical fluency
Understanding of CI/CD pipelines (GitHub Actions a major plus)
Familiarity with containers, cloud infrastructure, ephemeral compute, caching, and workflow orchestration
Able to diagnose CI performance issues and guide engineering teams toward best practices
Deep empathy for developers and platform teams. You understand how engineering organizations operate and what modern DevOps teams care about.
Exceptional communication and executive presence. Comfort presenting to VP/CTO audiences while also diving deep with engineering ICs.
A strategic, proactive approach to account management. You look around corners, anticipate customer needs, and ensure long-term alignment.
A bias for action and startup scrappiness. You move quickly, solve problems creatively, and thrive in a fast-paced, ambiguous environment.

Nice To Haves

Hands-on experience with GitHub Actions, self-hosted runners, or CI system tuning
Prior work in performance engineering, DevOps tooling, or cloud cost optimization
Experience shaping post-sales programs at an early-stage startup
Curiosity about AI in developer workflows and modern engineering automation

Responsibilities

Own the strategic post-sales relationship for key enterprise accounts
Build deep, trusted relationships with engineering leadership, platform/SRE teams, and power users.
Understand each customer’s CI architecture, engineering priorities, and long-term goals.
Drive adoption, expansion, and measurable business impact
Ensure customers fully realize the performance and cost benefits of Blacksmith’s CI cloud.
Develop adoption plans aligned to customer goals — including CI modernization, ephemeral runner architecture, and cloud cost reduction.
Identify expansion opportunities and partner with Sales to execute on them.
Deliver a seamless post-sale experience
Partner closely with Sales and Solutions Engineering to ensure smooth onboarding and technical handoff.
Help customers navigate POCs → rollout → scale-up phases with confidence and clarity.
Guide customers on technical best practices
Advise on GitHub Actions optimization, ephemeral compute architecture, pipeline performance tuning, and migration planning.
Provide coaching on CI workload patterns, caching, concurrency strategies, and cloud cost visibility.
Run enablement sessions, technical workshops, and hands-on guidance for engineering teams.
Be the customer’s voice inside Blacksmith
Surface pain points, product gaps, and emerging needs from enterprise engineering organizations.
Influence the roadmap by partnering closely with Product and Engineering.
Collaborate on feature validation, rollout planning, and beta programs.
Monitor account health and proactively manage risk
Track usage patterns, job throughput, cost efficiency, and pipeline performance.
Diagnose issues, escalate when needed, and coordinate solutions across Engineering and Support.
Run Quarterly Business Reviews with VP- and CTO-level stakeholders to align on impact and future opportunities.
Support long-term customer success
Own retention and renewal motions in partnership with Sales.
Ensure customers continually adopt new capabilities and expand workloads on Blacksmith.
Help build repeatable frameworks for enterprise onboarding and CI modernization.