Technical Account Manager

Valsoft Corporation

1d•$70,000•Remote

About The Position

Vocantas is looking for a relationship-driven Technical Account Manager to own and grow a portfolio of Enterprise and Mid-Market healthcare SaaS customers. This is a highly collaborative and customer-facing role where you'll lead onboarding, manage strategic customer relationships, drive retention efforts, and proactively support customer success throughout the full lifecycle. You'll join the team during an exciting period of transformation as Vocantas evolves toward an AI-augmented customer experience model — a unique opportunity to help shape processes, playbooks, and customer success operations while making a direct impact on customer outcomes and long-term growth.

Requirements

3–5 years of experience in Customer Success or Technical Account Management within a B2B SaaS environment.
Strong experience managing customer relationships, escalations, renewals, and onboarding initiatives independently.
Excellent project management and organizational skills, with the ability to manage multiple priorities simultaneously.
Experience working cross-functionally with Product, Engineering, Support, and Sales teams.
Strong CRM documentation habits and a proactive, customer-first mindset.

Nice To Haves

Experience working in healthcare SaaS environments.
Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools.
Experience working within scaling organizations where processes and tooling are actively evolving.

Responsibilities

Serve as the primary point of contact for Enterprise and Mid-Market customers throughout the full customer lifecycle.
Build strong customer relationships through proactive communication, strategic guidance, and regular engagement.
Conduct structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future planning.
Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support.
Identify at-risk accounts early through customer signals, usage trends, and engagement patterns, and proactively drive recovery plans.
Partner with customers to resolve escalations, manage detractor situations, and ensure a positive customer experience.
Collaborate closely with Product, Engineering, Support, and Sales teams to address customer needs and drive successful outcomes.
Track customer commitments, open action items, and internal follow-ups through to completion.
Contribute to the development of customer success playbooks, processes, and AI-supported workflows as the team continues to scale.