Technical Account Manager
*HQ - San Francisco, CA • FullTime
Posted 3mo ago
About the job
Cartesia is pioneering new AI model architectures, inspired by human learning and interaction. Our mission is to build AI that learns from and interacts with the world. We are seeking a Technical Account Manager to lead the post-sale technical relationship with enterprise customers, guiding them from contract signing through production and ongoing growth. This role is crucial for driving customer success, resolving technical challenges, and expanding product adoption within their accounts.
Responsibilities
- Own the full post-sale technical relationship for enterprise accounts, from pre-go-live scoping through post-launch stabilization and expansion.
- Drive customer go-live with urgency and precision, defining success criteria, designing implementation strategies, and managing the rollout.
- Independently triage customer technical issues, distinguishing between product bugs, integration failures, and customer misconfigurations, and routing them to the appropriate internal owner.
- Lead Field Development Engineers (FDEs) through implementation, setting direction, managing scope, and serving as the primary technical counterpart for the customer.
- Translate customer needs into clear internal documentation, including bug reports, feature requests, and scope change documents.
- Proactively monitor account health, identify at-risk customers, and drive consumption and usage growth.
- Surface expansion opportunities to Account Managers with specific context and build handoffs for upsell-ready accounts.
- Develop the Technical Account Manager (TAM) playbook, including frameworks for onboarding, escalation paths, and technical champion management.
- Partner with Product and Engineering teams as the voice of the customer, translating customer pain points into platform improvements.
Requirements
- 6+ years of experience in technical account management, customer success, solutions engineering, or a related customer-facing technical role at a high-growth B2B company.
- Technical proficiency to read API documentation, understand system architecture, triage integration issues, and engage in technical conversations with engineers.
- Proven ability to manage a complex book of accounts simultaneously with strong prioritization judgment.
- Strong project management instincts to manage complex implementations end-to-end.
- Excellent problem-scoping skills to accurately define issues and route them correctly.
- Strong communication skills across different levels, from engineers to VPs.
- Commercial awareness to connect customer health with revenue growth and drive consumption, retention, and expansion.
- High ownership and autonomy, comfortable making decisions and being accountable for customer outcomes.
- Fluent with AI agents and tools for account management and automation.
Benefits
- Competitive base salary
- Attractive equity package
- Fully covered medical insurance
- Dental insurance
- Vision insurance
- Parental Leave