Manager - Technical Account Management

At Emergent, we're building AI-native products that help businesses automate customer interactions, operations, sales, and support through intelligent AI employees.

We're looking for a Manager, Technical Account Management (Customer Success Engineering) to lead a team of Technical Account Managers (TAMs) and KAMs (Key Account Managers) responsible for driving customer success, adoption, retention, and technical excellence across our strategic customer base.

This role combines customer leadership, technical consulting, team management, and operational excellence. You'll work closely with Product, Engineering, and Go-To-Market teams to ensure our customers realize maximum value from the Emergent platform.

• Lead, mentor, and develop a team of Technical Account Managers and Key Account Managers
• Establish performance standards, operating rhythms, and best practices for customer engagement.
• Conduct regular coaching, career development, and performance reviews.
• Serve as the escalation point for complex customer and technical issues.

• Own the success of Emergent's strategic customers and power users of emergent.
• Build trusted relationships with executive, business, and technical stakeholders.
• Drive customer onboarding, adoption, retention, expansion, and overall satisfaction.
• Act as a strategic advisor helping customers optimize their AI-powered workflows and business outcomes.

• Guide customers through integrations, deployments, migrations, and scale-related challenges.
• Lead discussions around APIs, workflows, integrations, automation, and platform architecture.
• Partner closely with Engineering and Product teams to resolve customer challenges and improve platform reliability.
• Drive proactive account reviews, health checks, and risk mitigation plans.

• Create playbooks, documentation, customer engagement models, and operational processes.
• Define and track customer success metrics, adoption metrics, and team KPIs.
• Identify opportunities to improve efficiency and scale customer-facing operations.
• Drive continuous improvement across onboarding, support, and customer success functions.

• 8+ years of experience in Technical Account Management, Customer Success Engineering, Solutions Engineering, Technical Support, Professional Services, or related customer-facing technical roles.
• 2+ years of people management experience leading customer-facing teams.
• Experience managing Strategic customers and executive stakeholders.
• Proven ability to operate in a fast-paced, high-growth environment.

• Strong understanding of APIs, integrations, databases, web applications, and cloud-based architectures.
• Ability to troubleshoot complex technical issues across application, workflow, integration, and data layers.
• Experience working closely with Engineering and Product teams.
• Ability to translate technical concepts into business value for customers.

• Strong customer relationship management and stakeholder management skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Self-starter with a bias for action and ownership.

• Experience with SaaS, AI, developer platforms, or enterprise software products.
• Familiarity with Python, SQL, REST APIs, Webhooks, and modern application architectures.
• Experience supporting global strategic customers.
• Experience building customer success processes in a scaling startup environment.