Technical Account Manager

Extension, Inc; Milwaukee (WI); On-site; USD 110,000 - 160,000; Full time

Job summary

Extension, Inc. is seeking an early member of our Technical Account Management team to influence onboarding, adoption, retention, and expansion for a growing B2B SaaS platform.

You will partner with customers to define success plans, drive product adoption, and deliver measurable outcomes while collaborating with Product, Engineering, and Support to resolve issues and scale TAM processes.

Qualifications

• 3–5+ years in TAM, Solutions Consulting, Implementation, Customer Success, or post‑sale account growth within a B2B SaaS or technology environment.
• Experience managing customer accounts and driving retention, adoption, or expansion.
• Strong project management with a track record of delivering results.
• Comfortable discussing technical products, integrations, workflows, and customer use cases.
• Experience managing complex projects across customer and internal teams.
• Strong communication, organization, problem-solving, and relationship-building skills.

Responsibilities

• Manage a portfolio of customers from onboarding through adoption, renewal, and expansion.
• Develop account plans and customer success strategies with clear goals, milestones, and timelines.
• Drive product adoption and measurable customer outcomes.
• Identify and advance expansion opportunities, including upselling, cross-selling, and module growth.
• Lead customer and executive reviews focused on usage, business value, and growth opportunities.
• Partner with Operations, Support, Product, and Engineering to resolve issues and deliver customer solutions.
• Identify at-risk accounts and implement recovery plans.
• Provide actionable customer feedback to Product and Engineering teams.
• Develop TAM playbooks, processes, reporting, and operating rhythms as the company scales.
• Help coach internal partners on effective account management practices.

Skills

Technical Account Management

Solutions Consulting

Customer Success

Project Management

Communication Skills

Relationship Building

Job description

Join a growing B2B SaaS company as an early member of the Technical Account Management team.

This role offers the opportunity to influence customer onboarding, adoption, retention, and expansion while helping build scalable TAM processes and best practices.

The platform provides electrical asset management, maintenance tracking, inspections, work orders, and compliance solutions for critical infrastructure. The TAM will serve as a trusted customer advisor, helping organizations improve operations, maintenance strategies, and compliance.

Key Responsibilities

• Manage a portfolio of customers from onboarding through adoption, renewal, and expansion.
• Develop account plans and customer success strategies with clear goals, milestones, and timelines.
• Drive product adoption and measurable customer outcomes.
• Identify and advance expansion opportunities, including upselling, cross-selling, and module growth.
• Lead customer and executive reviews focused on usage, business value, and growth opportunities.
• Partner with Operations, Support, Product, and Engineering to resolve issues and deliver customer solutions.
• Identify at-risk accounts and implement recovery plans.
• Provide actionable customer feedback to Product and Engineering teams.
• Develop TAM playbooks, processes, reporting, and operating rhythms as the company scales.
• Help coach internal partners on effective account management practices.

How You'll Work

• Results-driven: Establish clear plans, deadlines, and ownership for every account.
• Commercial-minded: Proactively create expansion opportunities and contribute to revenue growth.
• Collaborative: Work cross-functionally to resolve challenges and close the loop.
• High ownership: Take initiative, remove obstacles, and follow through on commitments.
• Tenacious: Persist through challenges and maintain strong customer relationships.

Qualifications

• 3–5+ years of experience in Technical Account Management, Solutions Consulting, Implementation, Customer Success, or post‑sale account growth within a B2B SaaS or technology environment.
• Experience managing customer accounts and driving retention, adoption, or expansion.
• Strong project management skills with a track record of delivering results.
• Comfortable discussing technical products, integrations, workflows, and customer use cases.
• Experience managing complex projects across customer and internal teams.
• Strong communication, organization, problem-solving, and relationship-building skills.