Technical Account Manager

Cartesia•San Francisco, CA

2d•Onsite

About The Position

We're looking to hire a Technical Account Manager to own the enterprise customer technical relationship from signed contract through production and beyond. As a key member of our early GTM team, you'll drive customers to go-live, keep them healthy, and grow their usage over time— scoping problems, removing blockers, bringing the right people, and driving to conclusion.

Requirements

6+ years of experience in technical account management, customer success, solutions engineering, or a related customer-facing technical role at a high-growth B2B company
Genuinely technical: can read API docs, understand system architecture, triage integration issues, and hold a real conversation with an engineer
Proven ability to manage a complex multi-stakeholder book simultaneously: know which fires to fight and which to watch, with prioritization judgment over process compliance
Strong project management instincts without being a "project manager" — can run a complex implementation end-to-end and keep 15 accounts moving at once
Excellent problem scoper: hears "it's broken" and turns it into a clear problem statement, routes it correctly on the first try, and drives to resolution
Strong communicator across altitudes — can run a daily standup with engineers and a QBR with a VP without losing substance in either direction
Commercially aware: sees the connection between customer health and revenue growth and actively drives consumption, retention, and expansion — not just satisfaction
High ownership, high autonomy: comfortable making decisions without asking permission and being accountable for customer outcomes
Fluent with AI agents and tools to manage account load, automate status tracking, and focus time on judgment-intensive work

Nice To Haves

Experience in voice AI, real-time audio/video, or telephony infrastructure
Background where technical account management was a revenue-driving function, not a support function
Infrastructure, developer tools, or API-first product experience
Experience scaling from Series A/B through growth stage and adapting the customer motion as the business evolves.

Responsibilities

Own the full post-sale technical relationship for a book of enterprise accounts, from pre-go-live scoping through post-launch stabilization and expansion.
Drive customers to go-live with urgency and precision: define success criteria with senior technical stakeholders, design implementation strategy per customer, run daily standups and 30/60/90 onboarding reviews, and project manage the rollout end-to-end.
Independently triage customer technical issues — distinguishing product bugs, integration failures, and customer-side misconfigurations — and route to the right internal owner on the first try.
Lead FDEs through implementation: set direction, manage scope, and serve as the primary technical counterpart for the customer, not a project manager with a spreadsheet.
Translate customer needs into crisp internal documentation like clear bug reports, feature requests with full context, and scope change docs, not vague Slack threads.
Monitor account health proactively, identify at-risk customers before problems escalate, and drive consumption and usage growth across the book.
Surface expansion opportunities to AMs with specific context. Flag upsell-ready accounts, build the handoff, and understand the revenue connection between customer health and growth.
Build the TAM playbook as a byproduct of execution: 30/60/90 framework, escalation paths, go-live checklists, and technical champion management.
Partner with Product and Engineering as the voice of the customer — turn customer pain into platform improvements and close the feedback loop.