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.
Experience supporting enterprise customers in mission-critical environments.
Demonstrated success driving adoption and long-term value with a customer-first mindset.
Ability to articulate complex technical capabilities into clear customer outcomes.
Excellent leadership, communication, and stakeholder management skills.
Ability to thrive in a fast-growing, global environment.
Responsibilities
Own the global Technical Account Management strategy to drive customer outcomes.
Build and lead a global team of Technical Account Managers, focusing on hiring and development.
Define engagement models, success metrics, and best practices for technical account management post-sale.
Ensure customers achieve ongoing value from the ScaleOps platform, optimizing for cost and efficiency.
Develop trust-based relationships with customer technical and operational stakeholders.
Act as a strategic advisor to align ScaleOps with customers' evolving goals.
Identify risks and optimization opportunities, reporting these to leadership.
Benefits
Work within a fast-paced, innovative environment.
Opportunity to shape the Technical Account Management discipline globally.
Collaboration with key stakeholders across product, engineering, and account management.
Focus on driving real measurable value for enterprise customers.
Full Job Description
What You'll Be Doing
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
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
Serve as the senior technical escalation point for strategic accounts
Proactively identify risks, gaps, and underutilized capabilities; drive mitigation and optimization plans; surface these to leadership
Ensure customers operate stable, healthy environments while continuously improving outcomes
Partner closely with Account Managers to drive retention and 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 and feature requests, influence roadmap priorities, and improve platform usability and reliability
Represent the customer perspective in internal discussions and planning
Define and track KPIs such as adoption, value realization, and 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
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 (required)
