4-6 years in customer success, account management, solutions, or technical support at a developer tools, data/analytics, or AI-native software company.
1-2 years experience at a growth stage startup is preferred.
Proven track record of managing renewals and negotiating contracts independently.
Technical fluency in APIs, debugging, and latency issues to build trust with engineering teams.
Ability to lead meetings with technical stakeholders and navigate complex conversations.
Resourceful and self-directed, with experience creating onboarding systems.
Responsibilities
Own the post-sales journey for 40-50 mid-market and startup customers, from onboarding to renewal.
Monitor account usage trends to identify expansion and churn signals proactively.
Define and implement an early-warning system for account health, including reporting and playbooks.
Provide frontline technical support, addressing API issues and escalating when necessary.
Conduct regular check-ins with technical stakeholders to understand their business models and product roadmaps.
Drive renewals and orchestrate expansions while managing commercial conversations effectively.
Benefits
100% health insurance premium coverage.
Relocation assistance for candidates outside of NYC.
Unlimited PTO policy, promoting a culture of trust and ownership.
Daily lunch and snacks provided, with options for late-night dinners.
Unlimited access to tools and resources to enhance productivity.
Significant investment in learning and development for team growth.
Full Job Description
We're looking for a Technical Account Manager at Extend. You will own the technical and commercial health of a book of 40-50 of our mid-market and startup customers. We are looking for a technical seller: someone an engineering team trusts to debug their integration, and who can then turn that trust into renewals, expansions, and saved contractions.
Our customers are the most technical AI and engineering teams. When one of them starts asking internally whether they still need Extend or could just use a frontier model, no usage dashboard will tell you. You'll know because you're on their weekly call.
We're looking for someone with sharp commercial instincts, the technical fluency to hold their own with developers, and the presence to run a room of customer stakeholders and control the narrative when things aren't going perfectly.
Role & Impact
Account management: Own our customers' post-sales journey from onboarding, to adoption, to renewal + expansion
Account monitoring: track usage trends across your book, both growth and contraction, so you spot expansion and churn signals before the customer raises them
Build the early-warning system: define which events and actions tell us an account is healthy, expanding, or at risk, and turn that into reporting and playbooks we can reuse across the long tail
Frontline technical support: answer customer questions, work through API issues (keys, JSON output, logs) far enough to scope the problem, and escalate cleanly to our support and document engineering teams
Own the relationships: run weekly-to-biweekly check-ins with the technical stakeholders at the ~20 accounts you're actively focused on each quarter, learn their business model and product roadmap, and know what's coming before it lands
Own the number: drive renewals, orchestrate expansions, and de-risk contractions across a book of 40-50 accounts - including commercial conversations to right-size contracts
Ideal Candidate Credentials
You've owned commercial outcomes: you've managed renewals, negotiated, handled objections, and de-risked a contraction yourself - not supported someone else who did
You're technical enough to build trust with engineers: you can talk fluently about APIs, debugging, and latency, you know how to scope an issue, and you know when to say "let me bring in an engineer" instead of guessing
You can command a room: run a meeting with a customer's engineers and leadership, control the narrative, and move a tense conversation forward
You're resourceful and self-directed: you've built your own onboarding and your own systems at a company where neither existed yet
4-6 years of experience in customer success, account management, solutions, or technical support at a developer tools, data/analytics, or AI-native software company
Ideally 1-2 years at a growth stage startup
Benefits
Beyond the below, we care deeply about each of our candidates on a personal level. We take the time to understand your needs to craft a package designed for you:
Insurance - 100% health insurance premium coverage
Relocation - for candidates based outside of NYC
Unlimited PTO policy - we trust everyone like owners, take what you need
Daily lunch & snacks covered (plus dinner if you're in the office late) - you'll never go hungry and you help pick the snacks
Unlimited token / tooling access - no handicaps on your productivity
Learning and development investment - we invest heavily in our team and support your growth
