Senior Technical Account Partner - Enterprise SaaS AI

The Hotels Network; Town of Texas (WI); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Hybrid work model

Global collaboration

Job summary

Lighthouse is seeking a Technical Account Manager (TAM) to act as a dedicated technical advisor for our largest strategic customers. Sitting within the Customer Operations organization, this role ensures that enterprise clients receive account-specific support, proactive recommendations, clear escalations, and ongoing technical guidance to maximize value from Lighthouse solutions.

The TAM is embedded with assigned accounts providing tiered escalation management, best-practice guidance, and a

Qualifications

• 5–10+ years in TAM, support engineering, or similar, in SaaS/enterprise environments.
• Proven track record with high-severity technical incidents and escalation handling.
• Strong fundamentals across APIs, integrations, and troubleshooting.
• Excellent written and spoken English; able to explain complex concepts clearly.

Responsibilities

• Serve as primary technical contact for assigned strategic accounts with deep customer relationships.
• Provide tiered escalation management, tracking, prioritizing, and transparent resolutions.
• Monitor account health, surface risks, and recommend preventative actions.
• Partner with Product, PIM, and Engineering to diagnose and resolve recurring issues across APIs and integrations.
• Support QBRs and Executive reviews with technical updates, insights, and roadmap alignment.
• Deliver proactive outreach for health checks, release briefings, and configuration reviews.
• Coordinate across internal teams to drive resolution and accountability for issues.
• Document customer environments and workflows to maintain context for faster support.
• Lead post-incident retrospectives and apply lessons to prevent recurrence.
• Advocate for customer needs and ensure high-quality technical engagement.

Skills

Communication

English fluency

Incident management

API troubleshooting

Cross-functional collaboration

Customer advocacy

Job description

Lighthouse is seeking a Technical Account Manager (TAM) to act as a dedicated technical advisor for our largest strategic customers. Sitting within the Customer Operations organization, this role ensures that enterprise clients receive account-specific support, proactive recommendations, clear escalations, and ongoing technical guidance to maximize value from Lighthouse solutions.

The TAM is embedded with assigned accounts providing tiered escalation management, best-practice guidance, and a