Description

Head of Global Technical Account Management

About ScaleOps

ScaleOps, the leader in real-time automated cloud resource management, is revolutionizing how DevOps teams manage their cloud-native application infrastructures. Backed by venture capital and software industry titans, ScaleOps' platform removes the organizational friction between application owners and DevOps teams by fully automating the resource management process to meet real-time demand.

The ScaleOps platform dynamically manages the application's resource allocation, eliminating the need for manual intervention. The result is improved application performance, 60%- 80% cloud cost savings, and a fully automated allocation process.

With well over $80 million in backing, ScaleOps has seen tremendous business growth, attracting global industry leaders to its customer base. ScaleOps automatically manages the production environments of over 50 enterprises, including Wiz, CATO Networks, Outreach, SentinelOne, Maxar, Playtika, Orca Security, EQ Bank, Outbrain, PayU, and Noname.

As Head of Global Technical Account Management, you will own and lead ScaleOps' global TAM organization, responsible for driving deep customer success, technical adoption, and full value realization across ScaleOps' enterprise customer base.

This role is post-sale by design. Your mission is to ensure that customers fully realize the technical and business value of the ScaleOps platform- from onboarding and adoption through optimization, scale, and long-term impact. You will work closely with Account Management, Support, Product, and Engineering to ensure customers are successful, stable, and continuously extracting measurable value from the platform.

This is a senior leadership role focused on building and scaling a global TAM function that serves as a trusted technical partner to customers operating mission-critical, production environments.

What You'll Do

Global Leadership & Strategy

• Own the global Technical Account Management strategy, driving technical success and long-term customer outcomes.
• Build, lead, and scale a global team of Technical Account Managers, including hiring, onboarding, enablement, and career development.
• Define clear engagement models, success metrics, and best practices for post-sale technical account management.

Customer Success & Value Realization

• Ensure customers achieve measurable, ongoing value from the ScaleOps platform, including cost savings, performance improvements, and operational efficiency.
• Develop deep, trust-based relationships with technical and operational stakeholders within customer organizations.
• Guide customers through adoption, optimization, and scaling of the platform in real-world production environments.
• Act as a strategic technical advisor, helping customers align ScaleOps with their evolving infrastructure and business goals.

Technical Ownership & Escalation

• Serve as the senior technical escalation point for strategic accounts.
• Proactively identify risks, gaps, and underutilized capabilities, drive mitigation and optimization plans, and surface these to leadership.
• Ensure customers operate stable, healthy environments while continuously improving outcomes.

Cross-Functional Collaboration

• Partner closely with Account Managers to drive retention, expansion through value, and long-term customer health.
• Work with Support to ensure seamless escalation and resolution of technical issues.
• Collaborate with Product and Engineering to surface customer insights, feature requests, influence roadmap priorities, and improve platform usability and reliability.
• Represent the customer perspective in internal discussions and planning.

Operational Excellence

• Define and track KPIs such as adoption, value realization, customer health and satisfaction.
• Build scalable playbooks, processes, and documentation to support global growth.
• Continuously refine how ScaleOps delivers technical value to customers at scale.

Requirements

What You'll Bring

• Proven experience leading or scaling Technical Account Management or post-sale technical customer success teams in B2B SaaS.
• Strong working knowledge of Kubernetes and cloud-native/container platforms (must).
• Experience supporting enterprise customers running production, mission-critical environments.
• A strong customer-first mindset, with demonstrated success driving adoption, optimization, and long-term value.
• Ability to translate complex technical capabilities into clear customer outcomes.
• Excellent leadership, communication, and stakeholder management skills.
• Comfortable operating in a fast-growing, global environment.