Director of Technical Account Management (SaaS)

Location: Hybrid in Austin, TX; London; Montclair, NJ; or New York, NY.

Salary: $190,000–$220,000 per year, plus bonus plan and equity.

Company

hirify.global is transforming its Services organization from a reactive delivery model into a proactive, subscription-based partnership model through FDE Tiers.

What you will do

• Lead the evolution of the Technical Account Management organization from tactical request management toward proactive, strategic customer partnership.
• Coach, develop, and scale TAMs who can lead executive conversations, challenge customers constructively, and connect technical priorities to business outcomes.
• Partner with Customer Success to build strategic roadmaps, value validation plans, and executive relationships for priority enterprise customers.
• Connect customer technical investments to measurable KPIs and ROI while supporting the transition from legacy SOW-based engagements to subscription-based FDE Tiers.
• Translate business objectives into technical requirements, assess roadmap feasibility and scalability, and hold Engineering Pods accountable for delivery.
• Build scalable operating frameworks, intake processes, customer health metrics, and impact metrics across Customer Success, Product, Engineering, and Services.

Requirements

• Proven experience managing a high-value portfolio of enterprise customers and complex C-level relationships.
• Experience leading executive QBRs and connecting technical delivery to business KPIs, measurable outcomes, and ROI.
• Understanding of SaaS metrics including NDR, ARR, and Gross Margin, and how technical customer organizations influence retention and expansion.
• Experience supporting renewals, expansion, or transitions to new commercial or pricing models; direct ownership of NDR or similar retention targets and/or experience building value validation frameworks.
• Experience leading customer-facing technical or strategic teams, including hiring, onboarding, coaching, and scaling teams across global or remote environments.
• Experience leading teams through complex customer escalations, high-pressure situations, and significant organizational or business-model transformation, ideally in SaaS or recurring-revenue environments.
• Strong understanding of Agile methodologies and the software development lifecycle, with the ability to partner effectively with Engineering and Product leaders.
• Ability to translate customer and business goals into actionable technical requirements and roadmaps and resolve delivery friction across Customer Success, Engineering, Product, and other customer-facing teams.
• Foundational understanding of enterprise integrations and SaaS architecture, plus experience creating customer journey maps, strategic roadmaps, templates, or operating frameworks and tracking operational health and customer impact metrics.
• Ability to operate in ambiguity, build structure without a mature playbook, balance immediate customer needs with scalable processes, and build or significantly evolve a TAM, Customer Success, or Professional Services function in a scaling SaaS organization.

Nice to have

• Previous experience as a Solutions Architect, Sales Engineer, technical implementation leader, or in another role bridging business and technical stakeholders.

Culture & Benefits

• Hybrid work arrangement in Austin, London, Montclair, or New York.
• Bonus plan and equity included in compensation.
• Opportunity to build a scalable Technical Account Management operating model and shape the future of ongoing technical customer value.
• Role focused on strengthening customer retention, expansion, FDE adoption, delivery health, and measurable customer impact.

Hiring process

• Artificial intelligence tools may support application review, resume analysis, response assessment, and identification of potential inconsistencies or verification signals.
• Final hiring decisions are made by human members of the recruitment team.