Customer Technical Account Manager

Madrona Venture Labs; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Unlimited PTO

Job summary

Madrona Venture Labs is hiring a Customer-Facing Technical Account Manager in New York, NY. In this pivotal role, you will bridge connections between clients and internal teams while translating complex performance data into actionable business strategies. Candidates should have over 5 years of experience in technical account management, excellent communication skills, and proficiency with digital marketing platforms. This role offers a competitive salary, uncapped commission, and comprehensive benefits including health insurance and unlimited PTO.

Qualifications

• 5+ years of experience in Technical Account Management, Customer Success, or Performance Marketing Strategy.
• Direct experience in e-commerce, digital marketing technology, or SaaS platforms serving retail brands.
• Deep understanding of digital marketing channels and their impact on e-commerce unit economics.

Responsibilities

• Develop mastery of key e-commerce KPIs and communicate performance drivers to stakeholders.
• Translate A/B testing results into business recommendations demonstrating ROI.
• Own client reporting, including performance dashboards and executive business reviews.
• Interpret performance data to identify opportunities for improvement.
• Educate clients on multi-touch attribution models and analytics.

Skills

E-commerce Metrics Expertise

Client Insights & Reporting

Performance Optimization

Attribution & Analytics Leadership

Communication Skills

Tools

Google Analytics (GA4)

Shopify Analytics

Mixpanel

Job description

About SpangleAI

Launched in 2025, Spangle AI is the agentic conversion layer connecting AI‑led discovery to real‑time conversion. We've partnered with enterprise brands like REVOLVE, Alexander Wang, and Steve Madden, delivering up to 50% conversion lifts and 2x ROAS improvements.

We recently closed a $15M Series A. Spangle won NRF’s VIP (Vendor in Partnership) Award for Best AI‑Driven Marketing Solution and was recognized in Business of Fashion’s AI startups to Watch.

Founded by serial entrepreneurs with 30+ years scaling AI and commerce at Amazon, Saks, and Gap, we're building the commerce infrastructure for the agentic era, where ChatGPT Shopping, Google AI Overviews, and Meta are reshaping how consumers discover and buy.

The Role

We are seeking a Customer‑Facing Technical Account Manager (TAM) with deep expertise in e‑commerce and digital marketing. In this role, you will act as the strategic bridge between our clients and internal technical teams. You will translate complex A/B testing data, attribution insights, and performance analytics into clear, actionable business strategies that directly impact revenue growth.

This is a highly consultative role requiring strong analytical skills, executive communication ability, and hands‑on experience with e‑commerce performance metrics.

What You'll Own

• E‑commerce Metrics Expertise: Develop deep mastery of key e‑commerce KPIs, including: CVR, ROAS, AOV, CAC, CLV retention and cohort performance metrics. Confidently communicate performance drivers and trade‑offs to executive stakeholders
• Strategic Translation of Data: Translate A/B testing results, statistical analyses, and experimentation outcomes into business recommendations that clearly demonstrate ROI and incremental revenue impact
• Client Insights & Reporting: Own end‑to‑end client reporting, including: Performance dashboards, Executive business reviews (EBRs), Funnel diagnostics, Attribution analysis and Growth opportunity identification. Ensure clients clearly understand both technical results and business implications
• Performance Optimization: Work consultatively with merchants to interpret performance data and identify opportunities to improve marketing efficiency, landing page performance, and conversion funnel outcomes
• Attribution & Analytics Leadership: Educate clients on multi‑touch attribution models, customer journey analysis, incrementality testing, and cross‑channel performance evaluation
• Cross‑Functional Liaison: Serve as the voice of the customer internally. Partner with Product, Engineering, and Data Science teams to ensure client feedback and business priorities inform roadmap decisions

What We're Looking For / Required Qualifications

Experience

• 5+ years of experience in Technical Account Management, Customer Success, Solutions Consulting, or Performance Marketing Strategy
• Direct experience in e‑commerce, digital marketing technology, or SaaS platforms serving retail brands.

Technical & Business Expertise

• Deep understanding of digital marketing channels (SEO, SEM, Paid Social, Email, Affiliate) and their impact on e‑commerce unit economics
• Hands‑on experience with analytics platforms such as Google Analytics (GA4), Shopify Analytics, Mixpanel, or similar tools
• Experience working with major e‑commerce platforms (Shopify, SFCC, Magento, WooCommerce)

Communication & Leadership

• Ability to clearly explain complex technical and statistical concepts to non‑technical executives. Strong executive presence and consultative selling mindset.
• Excellent written and verbal communication skills. Ability to manage multiple client accounts in a fast‑paced startup environment.

Our Culture

• GenAI‑native in how we build, sell, and operate
• High ownership, low overhead, and bias toward action
• Focus on speed, experimentation, and execution
• Deep emphasis on creating clear, demonstrable customer value
• Preference for builders and operators over hierarchy
• Strong belief in in‑person collaboration

Why Spangle

• Opportunity to work directly with leading retail brands and influence measurable revenue growth
• High‑visibility role within a fast‑growing AI commerce company
• Competitive salary with uncapped commission and equity
• Benefits: Health, dental, and vision insurance, 401(k), Unlimited PTO