Head of Technical Account Management

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)
• 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