Director of Technical Account Management – North America
The ideal candidate will bring strong commercial acumen, customer obsession, and the ability to scale post-sales organizations that influence revenue and long-term value in fast-paced environments. As the Director of Technical Account Management for North America, you will be responsible for driving critical revenue outcomes, including renewals, upsells, retention, account growth, and commercial strategy. This role requires overseeing a team that provides both technical and strategic support to our customer base.
- Build, lead, and mentor a high-performing team of account managers, technical customer success, and technical support professionals. Own renewal strategy, forecasting, and execution for North America to ensure high retention and predictable renewal outcomes.
- Lead commercial conversations with customers, including pricing, contract terms, and value realization.
- Guide customers to adopt innovative AI products, enabling measurable ROI to support renewals and expansions.
- Implement scalable processes that drive consistent renewal management, upsell discovery, and commercial execution across the team.
- Ability to work on-site in our Boston office at least three times per week.
- 5+ years of experience in technical customer-facing roles with direct commercial responsibility (TAM, Solutions Engineering, CSM, AM, Professional Services, etc.).
- 3-5 years of experience selling to highly technical personas (DevOps, developers, and IT professionals) High technical acumen and natural curiosity about Data, AI, and everything in between Deep familiarity with consumption-based pricing models and SaaS businesses.
- 3-5+ years in sales leadership roles within high-growth SaaS or software environments, leading teams through change and innovation.
- Strong record of achieving renewal, retention, and upsell targets in SaaS or cloud environments.
- Proven experience leading commercial conversations, including pricing, contract negotiation, and value justification.
- Understanding of cloud/SaaS technologies (log management, observability, cybersecurity, and DevOps is a plus).
- Able to identify trends and turn market shifts into business opportunities.
- Excellent communication, negotiation, and executive engagement capabilities.
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