SaaS Technical Account Manager – Onboarding & Adoption

Trustpilot

New York (NY)

On-site

USD 97,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401k matching

Vacation days

Headspace access

Free meals

Rooftop office

Job summary

Trustpilot is seeking a Technical Account Manager (TAM) to be the post-sales technical partner for our largest, most strategic customers. You will drive onboarding, API integration, and long-term stability by coordinating between Customer Success, Product, and Engineering.

You will own issue resolution, monitor adoption and performance, and help customers maximize Trustpilot’s capabilities. This role suits a proactive, technically curious professional who can translate complex technical needs

Qualifications

Experience in technical account management, implementation, or solution support within SaaS or web technology environments.
Solid understanding of APIs, web integrations, and data exchange formats (JSON, XML, REST).
Strong troubleshooting, analytical, and communication skills.
Customer-centric mindset with the ability to manage both technical depth and business context.
Experience partnering with enterprise clients and internal engineering teams.
Organized, proactive, and able to manage multiple complex customers simultaneously.
Comfortable using Salesforce, ticketing systems, and analytics tools.
A good understanding of the digital advertising/search marketing industry – preferred.

Responsibilities

Technical Onboarding & Implementation: Oversee or support technical setup, API integration, and configuration for assigned customers.
Ongoing Technical Assistance: Serve as the primary technical contact post-launch, ensuring performance, uptime, and issue resolution.
Adoption & Optimization: Partner with Customer Success Managers to monitor product usage and ensure customers fully leverage Trustpilot’s technical capabilities.
Customer Advocacy: Represent customer technical needs to Product and Engineering teams; drive prioritization of key issues or improvements.
Issue Management: Manage escalation paths and coordinate resolution of critical technical incidents.
Documentation: Maintain technical records, integration details, and knowledge base articles for customer reference.
Cross-Functional Collaboration: Work closely with Product, Support, and Success to ensure a cohesive customer experience.
Feedback & Innovation: Surface recurring issues and improvement ideas to enhance platform reliability and customer outcomes