Global Director of Technical Account Management

ScaleOps; Oregon; Hybrid; USD 150,000 - 230,000; Full time

Job summary

ScaleOps, an autonomous cloud and AI infrastructure leader, seeks a senior leader to own the global Technical Account Management strategy and scale a worldwide TAM organization. You will hire, onboard, and develop managers, define engagement models, and ensure measurable value for customers.

You will partner with Product, Engineering, and Account teams to drive adoption, retention, and long-term success. You will guide customers through adoption and optimization in production environments, act

Qualifications

• Proven experience leading or scaling Technical Account Management or post-sale teams in B2B SaaS.
• Strong working knowledge of Kubernetes and cloud-native platforms.
• Experience supporting enterprise customers running production environments.
• A strong customer-first mindset, with demonstrated success driving adoption, optimization, and long-term value.
• Ability to translate complex technical capabilities into clear customer outcomes.
• Excellent leadership, communication, and stakeholder management skills.

Responsibilities

• Own the global Technical Account Management strategy, driving technical success and long-term customer outcomes.
• Build, lead, and scale a global team of Technical Account Managers, including hiring, onboarding, enablement, and career development.
• Define clear engagement models, success metrics, and best practices for post-sale technical account management.
• Ensure customers achieve measurable, ongoing value from the ScaleOps platform, including cost savings, performance improvements, and operational efficiency.
• Develop deep, trust-based relationships with technical and operational stakeholders within customer organizations.
• Guide customers through adoption, optimization, and scaling of the platform in real-world production environments.
• Act as a strategic technical advisor, helping customers align ScaleOps with their evolving infrastructure and business goals.
• Serve as the senior technical escalation point for strategic accounts.
• Proactively identify risks, gaps, and underutilized capabilities; drive mitigation and optimization plans; surface these to leadership.
• Ensure customers operate stable, healthy environments while continuously improving outcomes.
• Partner closely with Account Managers to drive retention and expansion through value and long-term customer health.
• Work with Support to ensure seamless escalation and resolution of technical issues.
• Collaborate with Product and Engineering to surface customer insights and feature requests, influence roadmap priorities, and improve platform usability and reliability.
• Represent the customer perspective in internal discussions and planning.
• Define and track KPIs such as adoption, value realization, and customer health and satisfaction.
• Build scalable playbooks, processes, and documentation to support global growth.
• Continuously refine how ScaleOps delivers technical value to customers at scale.

Skills

Kubernetes

Cloud-native

Leadership

Customer success

Stakeholder mgmt

Job description

ScaleOps, an autonomous cloud and AI infrastructure leader, seeks a senior leader to own the global Technical Account Management strategy and scale a worldwide TAM organization. You will hire, onboard, and develop managers, define engagement models, and ensure measurable value for customers.

You will partner with Product, Engineering, and Account teams to drive adoption, retention, and long-term success. You will guide customers through adoption and optimization in production environments, act