Strategic Technical Account Manager (SaaS)

TL;DR

Strategic Technical Account Manager (SaaS): Managing a portfolio of high-ARR enterprise customers by providing expert technical support and proactive guidance with an accent on platform stability and risk mitigation. Focus on driving incident resolution, influencing product improvements through structured feedback, and leveraging AI to enhance diagnostic speed and operational efficiency.

Location: Must be based in the United States

Company

hirify.global is a billion-dollar industry-leading cloud compliance platform defining the relationship between tax and technology.

What you will do

• Serve as the primary technical lead and trusted advisor for a portfolio of high-value enterprise customers.
• Lead complex incident response and root cause analysis to ensure adherence to strict service level agreements.
• Drive proactive account engagement through technical health reviews, case trend analysis, and risk assessments.
• Partner with Customer Account Management to support retention, expansion, and overall account health.
• Influence product and engineering teams by identifying systemic technical gaps and providing structured customer feedback.
• Implement AI-driven approaches to technical support to improve diagnostic accuracy and reduce manual effort.

Requirements

• Must be based in the United States
• Bachelor’s degree in Information Technology, Computer Science, or Business.
• 5+ years of experience in technical account management, customer success, or high-level support roles.
• Proven experience supporting enterprise or high-revenue customers.
• Strong knowledge of networking, APIs, and enterprise eCommerce platform workflows.
• Ability to translate complex technical findings into clear communication for business stakeholders.

Nice to have

• Experience with AI-driven diagnostic tools or automation in technical support workflows.
• Background in SaaS-based application support models.

Culture & Benefits

• Comprehensive compensation package including bonuses.
• Private medical, life, and disability insurance.
• Paid time off and paid parental leave.
• Commitment to diversity, equity, and inclusion with 8 active employee-run resource groups.
• AI-first culture with emphasis on innovation and continuous learning.