Manager, Technical Account Management

Jobgether; United States; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Fully remote

Job summary

Jobgether is seeking a Manager, Technical Account Management to lead a team delivering high-impact SaaS engagements. You will own customer outcomes, collaborate with Sales and partners, and advance AI-enabled delivery practices across cross-functional teams.

You will coach a group of Technical Account Managers, ensure renewal readiness, and drive expansion opportunities while maintaining delivery quality and client trust in a fast-paced, remote-friendly environment.

Qualifications

• 5+ years in Technical Account Management or related delivery function.
• 3+ years leading customer-facing or delivery teams in SaaS.
• Experience delivering complex SaaS engagements with measurable outcomes.
• Understanding of AI Agents, workflow design, and related automation concepts.
• Ability to evaluate AI outputs and implement quality controls.

Responsibilities

• Lead and develop Technical Account Managers, set performance expectations, and build leadership pipeline.
• Own team-level retention, renewal readiness, and expansion with Sales/partners.
• Monitor portfolio health using adoption, engagement, and commercial indicators.
• Manage escalations and recovery plans aligning customer stakeholders with internal teams.
• Improve delivery quality through playbooks, handoffs, and escalation processes.
• Balance account coverage and resources to maximize delivery capacity.
• Advance capabilities in AI Agents and intelligent workflow systems.
• Guide AI solution delivery with design, prompting, testing, and human oversight.
• Promote automation to improve efficiency while preserving quality and trust.
• Coordinate with partners to extend delivery capacity and accountability.

Skills

Technical Account Management

People Leadership

Commercial Judgment

SaaS Delivery

Strategy & Execution

Tools

ClickUp

Job description

Accountabilities

As Manager, Technical Account Management, you will lead team performance, oversee customer portfolio outcomes, and improve technical delivery across a network of internal and external stakeholders. Your responsibilities will include:

• Lead and develop the team: Hire, coach, and support Technical Account Managers, establish clear performance expectations, conduct career-development conversations, and build a strong pipeline of future leaders.
• Drive customer and commercial outcomes: Own team-level retention, renewal readiness, and expansion performance in collaboration with Sales, account teams, and partners.
• Monitor portfolio health: Use adoption, engagement, account health, and commercial indicators to identify risks, prioritize activities, forecast outcomes, and uncover growth opportunities.
• Manage complex customer situations: Lead escalations and recovery plans, ensuring alignment between customer stakeholders, internal teams, and partners.
• Improve delivery quality: Establish operating rhythms, playbooks, quality standards, responsibilities, handoffs, and escalation processes across onboarding, technical delivery, and ongoing account management.
• Optimize team capacity: Balance account coverage, utilization, partner resources, delivery commitments, and sustainable workloads.
• Advance technical and AI capabilities: Develop team expertise in workflow design, automation, integrations, AI Agents, and intelligent task-oriented systems.
• Guide AI solution delivery: Coach teams on designing, prompting, testing, and refining AI Agents, with appropriate human oversight and measurable success criteria.
• Promote automation internally: Embed AI and automation into delivery practices to improve efficiency while maintaining quality and customer trust.
• Strengthen partner collaboration: Coordinate with implementation, consulting, and technology partners to extend delivery capacity and maintain accountability for customer outcomes.
• Drive cross-functional improvements: Work with Sales, Services, Support, Product, and CX Operations to align customer strategy and execution.
• Share customer and partner insights: Translate recurring needs, technical blockers, and delivery trends into actionable recommendations for Product, Engineering, and leadership.

Requirements

The ideal candidate brings strong experience in technical account management or customer-facing technology delivery, combined with proven people leadership, commercial judgment, and the ability to scale processes in a dynamic SaaS environment. The following qualifications are expected:

• At least 5 years of experience in Technical Account Management, Professional Services, Consulting, Customer Success, or a related technical delivery function.
• At least 3 years of experience managing high-performing customer-facing or delivery teams in a SaaS environment.
• Proven success delivering complex SaaS or technology engagements for SMB, mid-market, and enterprise customers, with measurable adoption, retention, or growth outcomes.
• Strong understanding of agentic workflows and AI Agent prompting, with experience designing or guiding the implementation of intelligent, task-oriented systems.
• Practical ability to evaluate AI-generated outputs, refine prompts and workflows, and establish appropriate human review and quality controls.
• Technical fluency across configurable SaaS platforms, workflow design, automation, and integrations.
• Experience working with implementation, consulting, or technology partners while maintaining clear ownership and delivery quality.
• Strong commercial judgment, including renewal planning, risk assessment, forecasting, and identifying expansion opportunities.
• Ability to manage multiple concurrent customer engagements, partners, and stakeholders in a fast-paced environment.
• Excellent prioritization, problem-solving, and decision-making skills, with the ability to turn data into actionable improvements.
• Strong communication and stakeholder-management skills, including confidence engaging with executive customers and partner leaders.
• Experience leading cross-functional initiatives and influencing decisions beyond your immediate team.
• An ownership mindset and the ability to create structure, operate at scale, and adapt to ambiguity in a changing environment.

Additional experience that would be advantageous includes:

• Familiarity with ClickUp or similar work-management platforms.
• Experience leading distributed teams and supporting customers across multiple markets.
• Background in partner enablement, joint delivery playbooks, or partner-first service models.
• Experience combining recurring account management with professional services delivery.

Benefits

• Fully remote working arrangement within Australia.
• Opportunity to work in an AI-native SaaS environment at the forefront of the future of work.
• Exposure to complex customer engagements and international partner ecosystems.
• Opportunities to develop expertise in AI Agents, automation, and advanced workflow solutions.
• A leadership position with meaningful influence over team development, customer outcomes, and operational strategy.