Senior Technical Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Account Manager based in Canada. This is a senior, customer-facing role focused on driving successful adoption and long-term value for strategic technology accounts. You will act as a trusted technical partner, helping customers implement solutions, overcome challenges, and expand their use of the platform. The role combines technical expertise, strategic account management, customer advocacy, and executive-level communication. You will work closely with Sales, Product, Engineering, Marketing, and Support to resolve issues and influence product evolution. A key part of the position is developing personalized success plans, identifying growth opportunities, and proactively managing churn risks. You will also translate complex technical topics into clear business outcomes for both practitioners and executive stakeholders. The role is remote and suited to a strategic problem-solver who thrives in a fast-paced technology environment and enjoys building trusted customer relationships.

Manage a portfolio of strategic customers and build strong, long-term relationships with technical stakeholders and executive decision-makers. Conduct regular customer check-ins to understand successes, challenges, adoption levels, and emerging business needs. Develop and execute personalized customer success plans designed to increase adoption and maximize the value customers receive from the platform. Partner with Sales to prepare and deliver executive business reviews for both technical practitioners and executive buyers. Collaborate with Technical Support to resolve product issues and bug tickets, ensuring timely communication and effective follow-through. Work with Product teams to submit, prioritize, and track customer feature requests and advocate for relevant roadmap improvements. Represent the voice of the customer internally, helping shape product capabilities and customer-facing best practices. De-escalate urgent or sensitive situations that may create customer dissatisfaction or churn risk. Identify opportunities to improve customer engagement, adoption, retention, and account growth. Contribute to product documentation, customer resources, and internal processes that improve the overall service experience. Continuously evolve customer success practices and contribute to a high-quality, scalable approach to technical account management. Requirements 5+ years of experience in a customer-facing technology role, ideally as a Technical Account Manager, Account Manager, Product Manager, or similar position supporting highly technical products. Strong understanding of developer workflows and build systems, including CI/CD environments such as GitHub Actions, GitLab, CircleCI, Jenkins, or Buildkite. Familiarity with source control management environments such as Git, SVN, or Perforce. Strong technical understanding combined with the ability to translate complex concepts into clear business value. Familiarity with web application security concepts, including the OWASP Top 10. Professional background or genuine interest in DevSecOps, application security, or related cybersecurity disciplines. Demonstrated ability to think strategically, understand customer objectives, and create actionable plans that drive account value and growth. Strong customer empathy and excellent relationship-building skills. Excellent written and verbal communication skills, including the ability to influence senior stakeholders and communicate with executive presence. Strong problem-solving skills and the ability to remain effective when managing urgent customer situations. Bachelor’s degree in Engineering, Computer Science, or another relevant technical field, or equivalent technical experience. Experience working in a fast-paced technology environment is beneficial, although demonstrated problem-solving ability and relevant expertise are highly valued. Benefits Estimated starting annual salary range of AUD $195,000–$245,500 , with final compensation determined by skills, experience, qualifications, location, internal equity, and market data. Potential equity participation as part of the overall compensation package. Competitive, market-aligned benefits designed according to the local market and applicable regional requirements. Remote working environment. Compensation bands informed by market data and designed to support consistent and equitable salary discussions. Opportunities to work with highly technical customers and cross-functional teams across Sales, Product, Engineering, Marketing, and Support. Professional development through exposure to application security, DevSecOps, developer workflows, and enterprise technology environments. Inclusive culture that values diverse professional backgrounds, perspectives, identities, and experiences. Opportunities to directly influence product development through customer advocacy and feedback.

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