Technical Account Manager

Voltage Park•New York, NY

4h•Hybrid

About The Position

Lightning AI is the company behind PyTorch Lightning. Founded in 2019, we build an end-to-end platform for developing, training, and deploying AI systems—designed to take ideas from research to production with less friction. Through our merger with Voltage Park, a neocloud and AI Factory, Lightning AI combines developer-first software with cost-efficient, large-scale compute. Teams get the tools they need for experimentation, training, and production inference, with security, observability, and control built in. We serve solo researchers, startups, and large enterprises. Lightning AI operates globally with offices in New York City, San Francisco, Seattle, and London, and is backed by Coatue, Index Ventures, Bain Capital Ventures, and Firstminute. We are seeking a Technical Account Manager to drive the success of customers using both our GPU infrastructure and ML software platforms. This role focuses on post-sales customer success and problem management, working deeply with customers running real-world ML workloads across hardware and software. The ideal candidate is technically curious, comfortable engaging with ML engineers and founders, and experienced in guiding customers through complex technical and operational challenges. You will collaborate closely with Sales, Engineering, Product, and Customer Experience teams to deliver long-term customer success. This is a hybrid role based in our New York office hub. We are not able to provide visa sponsorship for this position at this time.

Requirements

4+ years of experience in a customer-facing technical role such as Technical Account Manager, Solutions Engineer, ML Consultant, Technical Customer Success, or similar
Experience supporting customers using cloud infrastructure, ML platforms, or large-scale high performance compute systems
Working understanding of machine learning workflows and how ML teams operate in production environments
Ability to learn and navigate APIs, integrations, and automation workflows
Strong communication skills, with the ability to engage effectively with both technical and non-technical audiences, including ML engineers and founders
Highly organized with the ability to manage multiple complex projects and customer problems simultaneously

Nice To Haves

Experience working in a high-growth or rapidly scaling environment
Prior experience supporting both infrastructure and software customers
Familiarity with GPU-based systems, capacity planning, or large-scale compute concepts
Exposure to modern ML frameworks such as PyTorch or Lightning (hands-on coding not required)

Responsibilities

Act as the primary post-sales point of contact for a portfolio of customers using Voltage Park infrastructure and Lightning ML products
Build and maintain trusted, long-term partnerships with customers, focused on successful outcomes rather than periodic check-ins
Own customer problem management, including recurring issues, systemic challenges, and complex projects that span multiple teams
Lead and coordinate customer onboarding for complex environments, ensuring technical and operational readiness while meeting customer expectations
Proactively understand customer ML workflows, infrastructure usage, and business goals to help them maximize value from our platforms
Guide customers on operating and scaling ML workloads, including GPU allocation, scheduling tradeoffs, and capacity planning
Work directly with ML engineers, founders, and technical stakeholders to help them use Lightning and Voltage Park effectively for their business
Coordinate cross-functionally with Engineering, Product, Optimization Engineers, and CX teams to resolve customer challenges
Serve as the voice of the customer internally, providing feedback on product gaps, infrastructure constraints, and opportunities for improvement
Drive meaningful customer engagement beyond QBRs, including project-based work, technical planning sessions, and ongoing collaboration
Track customer health, risks, and opportunities, and proactively intervene to drive adoption, retention, and satisfaction