Senior Technical Account Manager

United States Digital Space LLC; Berlin; Vor Ort; EUR 78.000 - 139.000; Vollzeit

Benefits dieser Stelle

Equity participation

International engineering team

Zusammenfassung

United States Digital Space LLC in Berlin is seeking a Technical Account Manager to drive adoption and outcomes for top customers of an open-source AI platform. You will own 10–20 strategic accounts, lead onboarding, and partner with engineering to reduce churn and boost value.

You will guide production readiness, troubleshoot integrations, and contribute to scalable documentation while engaging with the open-source community. This is a hybrid Berlin role with ~1 week in-office monthly.

Qualifikationen

• 5+ years in technical account management or similar roles for enterprise customers.
• Right to work in the EU without visa sponsorship.
• Hands-on experience with production LLM/AI apps or developer platforms.
• Experience with observability and monitoring signals to reduce risk.

Aufgaben

• Own 10–20 strategic accounts; lead onboarding and success planning.
• Advise on instrumentation, evaluation, data modeling, and security.
• Debug SDK/API integrations and support self-hosted deployments.
• Drive net revenue retention and identify expansion opportunities.
• Synthesize customer feedback into actionable product insights.
• Create guides, runbooks, and technical documentation for customers.

Kenntnisse

Technical account mgmt

Enterprise SaaS

Cloud & AI platforms

English fluency

Ausbildung

Bachelor's degree in CS/Engineering

Tools

Docker

Kubernetes

ClickHouse

Telemetry data

Jobbeschreibung

About the Role

You will be the primary technical partner for the most strategic accounts at a fast-growing, open-source AI engineering platform — think of it as the observability layer for the LLM era. Your mission is to make top customers impossible to churn: driving adoption, delivering outcomes, and creating a tight feedback loop back to product and engineering.

You understand AI architectures deeply enough to have opinions. You write documentation that engineers actually follow. You close loops rather than escape them.

About the Company

This is a seed-stage (Series A/B trajectory), engineering-heavy startup in the open-source AI/ML developer tooling space. The platform helps teams trace, evaluate, monitor, and debug LLM applications and AI agents across the full development lifecycle — from prototype to production. It is widely adopted across the enterprise and developer communities, and recently joined forces with a major analytics infrastructure company.

What You'll Do

Own 10–20 strategic accounts — lead onboarding, success planning, and deep dives into customers' AI architectures; drive adoption and expansion across the full lifecycle.

• Guide production readiness — advise on instrumentation strategy, evaluation setup, data modeling, security and privacy, and operational playbooks.

• Troubleshoot and unblock — debug SDK/API integrations, support self-hosted deployments, and own incident response alongside engineering teams.

• Drive net revenue retention (NRR) — identify expansion opportunities, manage churn risk proactively, and report on customer health metrics.

• Be the voice of the customer — synthesize feedback from strategic accounts into actionable product insights and partner closely with engineering and product teams.

• Create scalable assets — write integration guides, runbooks, and technical documentation that benefit the broader customer base and open-source community.

• Engage the community — contribute to open-source community support, issue triage, and evangelism where relevant.

What We're Looking For

• 5+ years of experience in technical account management, solutions engineering, or customer-success engineering supporting enterprise customers (SaaS or OSS)

• Right to work in the EU without visa sponsorship (sponsorship is not available)

• Availability to work EU time zones and ability to be present in the Berlin office approximately one week per month

• Hands-on experience supporting production LLM/AI applications or developer-facing AI platforms (integrations, prompt management, model evaluation, production troubleshooting)

• Experience with observability, tracing, and monitoring for distributed systems or ML services (distributed tracing, metrics, logging, APM) and applying those signals to reduce customer risk

• Proven track record improving NRR through technical enablement, outcome-focused engagements, and proactive risk management — with concrete examples and metrics

• Strong ability to troubleshoot SDK/API integrations, debug production issues, and support self-hosted deployments

• Familiarity with ClickHouse or other columnar/analytics databases and experience working with large-scale telemetry or metrics data

• Fluent English with excellent written and verbal communication; ability to present technical concepts to both engineering and executive stakeholders

• Experience working cross-functionally with engineering and product in a small, engineering-heavy organisation

Nice to Have

• Experience engaging open-source communities at scale (issue triage, documentation, community evangelism)

• Familiarity with cloud infrastructure and containerisation (Docker, Kubernetes) and experience supporting customer deployments in cloud or on-prem environments

• Bachelor's degree in Computer Science, Engineering, or a related technical field — or equivalent practical experience

• Background at companies in the AI/ML observability, developer tooling, or data infrastructure space

Compensation & Benefits

• Salary: $90,000 – $160,000 USD annually (or equivalent local currency)
• Equity participation in a high-growth, well-backed startup
• Work with a world-class, international engineering team

Location

Primary location: Berlin, Germany (hybrid — remote-friendly with ~1 week/month in-office expected)

• Team members based across Germany, Austria, Switzerland, the UK, Netherlands, France, Spain, Poland, and Sweden
• Visa sponsorship: Not available — EU work authorisation required