Senior Technical Account Manager - Customer Success (AMER)

About the Opportunity
The organization is seeking a Senior Technical Account Manager - Customer Success (AMER) for a full-time, remote position based in the United States. Team members are expected to leverage AI daily, and AI fluency is evaluated as part of the hiring process.
In this role, the Senior Technical Account Manager - Customer Success (AMER) acts as a strategic partner and trusted advisor to customers, combining relationship management with deep platform expertise. Operating at the intersection of customer success, solution strategy, and technical enablement, the role supports long-term account growth, user adoption, and measurable business outcomes. Key duties include guiding implementation, developing customer success plans, driving workflow design, deploying AI capabilities, and collaborating across Sales, Product, and Support teams.
Key Responsibilities
Lead customer onboarding, implementation, and training to ensure effective platform adoption and foundational success.
Manage account health, user engagement, and stakeholder alignment across an assigned book of business to promote retention and expansion.
Conduct consultative workflow mapping using the IER framework to translate customer requirements into scalable solutions.
Drive AI enablement and agent deployment, helping customers apply generative AI and workflow automation to optimize operations.
Collaborate with customer stakeholders to identify critical business processes, resolve operational friction points, and deliver measurable efficiency gains.
Monitor account analytics, reporting dashboards, and usage data to communicate return on investment and guide strategic recommendations.
Work cross-functionally with Sales, Product, and Support teams to align initiatives, influence outcomes, and deliver sustained value.
Core Skills and Qualifications
Technical acumen covering platform capabilities, automation logic, integrations, and AI agent functionality, with the ability to translate business requirements into technical solutions.
Familiarity with generative AI concepts, prompt design, and automation frameworks, including the ability to identify and scope AI use cases and consumption plans.
Strong consultative discovery, workflow analysis, and process design skills.
Project and program management experience managing complex customer initiatives involving multiple stakeholders, timelines, and structured account plans.
Proficiency in leveraging data and reporting dashboards to evaluate account health, adoption patterns, and return on investment.
Customer engagement abilities with strong executive presence and communication skills across above-the-line (ATL) and below-the-line (BTL) stakeholders.
Account ownership skills with a proactive, structured approach to driving portfolio performance.
Cross-functional collaboration skills with the ability to influence partners across sales, product, and account teams without direct authority.
Employment Details and Notices
Employment Type: Full time
Location: United States (Remote)
Visa Sponsorship: The hiring organization is unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time.
The hiring organization is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
The hiring organization may use artificial intelligence and machine learning technologies to assist in reviewing and screening employment applications against role-related criteria. These tools support, but do not replace, human decision-making. Accommodations are available for candidates requiring assistance during the recruitment process.

Work arrangement
Yes