Lead Technical Account Manager

Ben; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company in London is seeking a Lead Technical Account Manager to manage and scale their technical account function. The role involves leading a team, owning strategic accounts, and collaborating closely with product and engineering teams to influence decision-making. Ideal candidates will have strong experience in technical account management within the B2B SaaS sector.

Benefits

Competitive base salary

Equity options

Monthly personal allowance

Weekly lunch provided

28 days of holidays

Work-from-abroad scheme

Enhanced parental leave

Comprehensive Private Medical Insurance

Life Assurance cover

Mental health support and coaching

Qualifications

• Strong experience managing technical account management or similar customer-facing technical teams.
• Solid technical background in B2B SaaS.
• Built or scaled operational frameworks for technical teams.

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers.
• Define operational infrastructure and enablement materials.
• Own a portfolio of complex strategic accounts as a technical advisor.

Skills

Managing technical account management

B2B SaaS technical background

Operational framework development

Cross-functional collaboration

Data-driven decision making

Job description

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Our Mission

We're not your average benefits platform - we're the driving force that uplifts people's lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers. Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond.

Your Mission

As our Lead Technical Account Manager, you're joining at a pivotal moment. We have an early‑stage TAM function supporting our customers, but as Ben moves rapidly upmarket into enterprise, we need someone to professionalise and scale this function.

You’ll define what world‑class technical account management looks like for Ben—coaching the team while answering fundamental questions about how TAM operates in an enterprise context: what’s our scope, how do we hand off to Customer Success, what does proactive vs reactive support look like, and how do we deliver exceptional service at scale.

You’ll stay hands‑on with a portfolio of strategic accounts—partly because we’re a small team that needs the coverage, but also because it keeps you deeply connected to the reality of customer challenges and lets you lead by example. As the team scales, this will shift, but for now you’re both builder and practitioner.

Finally, your impact extends far beyond your team. You’ll be the bridge between our biggest customers and Product/Engineering—championing customer needs, translating technical pain points into roadmap priorities, and ensuring what we build actually solves the problems enterprises face. Your voice will directly shape product decisions, and you’ll fundamentally influence how global enterprises manage benefits for millions of employees.

What you’ll be doing …

• Lead, coach, and develop a team of 4–5 Technical Account Managers—setting clear expectations, running regular 1:1s, and creating development plans that prepare them for increasing enterprise complexity.
• Define the operational infrastructure: playbooks, escalation workflows, coverage models, hand‑off processes with Customer Success, and enablement materials that allow the team to scale effectively.
• Own a portfolio of complex, strategic accounts—serving as their technical advisor for ongoing optimisation and critical issues.
• Act as the ultimate escalation point for the team’s most challenging technical problems, partnering directly with Product, Engineering, and Operations to resolve critical customer issues.
• Be the primary conduit between customers and product development—synthesise technical feedback, identify patterns across accounts, and advocate for features and fixes that matter most to enterprise customers.
• Establish key performance metrics (SLAs, CSAT, NPS, escalation trends) and use them to drive continuous improvement across the function.
• Lead post‑mortems and root‑cause analyses, turning individual customer issues into systemic product and process improvements.
• Collaborate with Customer Success, Support, Product, and Engineering leadership to clarify boundaries, streamline processes, and strengthen feedback loops.
• Represent the customer voice in product planning and strategic conversations—your insights should directly influence what gets built and when.
• Model what great TAM work looks like through your own customer engagements.

You’ll thrive here if you …

• Have strong experience managing technical account management, customer success engineering, support engineering, or similar customer‑facing technical teams.
• Possess a solid technical background in B2B SaaS—comfortable with implementation, integrations, platform operations, and complex troubleshooting.
• Have built or scaled operational frameworks for technical teams, especially in defining function scope, service boundaries, and cross‑team workflows.
• Can balance leadership responsibilities with hands‑on IC work—comfortable being both strategist and practitioner.
• Excel at cross‑functional collaboration and stakeholder management—able to influence product and engineering teams with customer evidence and clear prioritisation.
• Are data‑driven with experience managing operational metrics and using them to drive team performance.
• Thrive in ambiguity and genuinely enjoy building structure and clarity where none exists.

You will not love this role if you …

• Need a slow pace to feel comfortable – we move fast, and we prioritise action, even when the path isn’t perfectly clear.
• Are uncomfortable being accountable for outcomes – this role involves owning projects end‑to‑end and being responsible for making them succeed and delivering them at a high quality.
• Prefer maintaining the status quo – we want to challenge assumptions and push for better ways of working.
• Prefer a highly structured environment with established processes and clearly defined boundaries – we’re still building, and sometimes that means creating the path as we go.
• Struggle with ambiguity or expect prescriptive direction – you’ll get support and context, but you’ll need to figure things out and take ownership.
• Wait for others to step up, or to be told what to do – we are a high‑performance and high‑reward workplace and are looking for people who are proactive.

Our Compensation & Benefits

Competitive base salary + equity, so you own what you build.

£100 monthly personal Ben Balance: for whatever works for you, whether that’s Netflix, Spotify, or a pricey cup of coffee! This allowance will increase by £50 for each year of service until you reach £250.

Weekly lunch provided in office so you can spend quality time with the team over tasty food.

28 days of holidays a year plus bank holidays, and an option to buy or sell 5 days per year. Your holiday entitlement will increase to 30 days at your 3rd year of service!

Work‑from‑abroad scheme so you can support your travels, enjoy an extended holiday, or visit loved ones.

Enhanced parental leave and workplace nursery scheme to support the cost of childcare in a nursery setting.

Comprehensive Private Medical Insurance.

Funded Life Assurance cover with the option to voluntarily increase—this also includes an annual health check.

Comprehensive and tailored mental health support and professional coaching through a leading provider.

Diversity and Culture at Ben

We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. All applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing [e-mail]. You can learn more about DEI at Ben.