Technical Account Manager

At Variance we are using disruptive technologies to solve some of our digital age's oldest and most complex problems, using safe and effective AI. Your work will directly contribute to helping fraud and Trust & Safety teams spend less time on repetitive manual reviews and investigations, allowing them to focus on what matters most. We are rapidly growing, serving some of the largest and fastest-growing social media and online services platforms.

We're seeking a highly skilled and customer-centric Technical Account Manager (TAM) to join our foundational Customer Success team. You'll be instrumental in ensuring our customers, especially our enterprise and technically sophisticated account, maximize the value of Variance through expert technical guidance and support. You'll be the critical bridge between our cutting-edge AI platform and our customers' technical teams, driving deep adoption, resolving complex issues, and enabling their long-term success. This is a unique opportunity to directly contribute to our mission by translating complex technical challenges into actionable solutions that combat fraud and abuse.

This is an in-person position. Our office is located in San Francisco, CA.

What You'll Be Working On

• Post-Integration Technical Partnership: Become the primary technical point of contact for our enterprise customers after initial deployment. Understand their unique technical environments, complex data flows, and how they interact with the Variance platform.

• Drive Ongoing Technical Adoption & Optimization: Guide customers through advanced platform usage, best practices, and sophisticated configurations to ensure they continually leverage Variance's features to their fullest potential.

• Build Scalable Technical Resources: Create and contribute to our knowledge base, technical documentation, best practice guides, and internal enablement materials to empower both customers and the broader Customer Success team.

• Strategic Technical Troubleshooting & Resolution: Diagnose and resolve intricate technical challenges that arise post-implementation, collaborating closely with our engineering and product teams to provide elegant, scalable solutions.

• Product Evolution: Serve as the vital technical feedback loop between customer technical teams and our product development, advocating for features and improvements that enhance the platform's long-term utility, performance, and scalability.

• Proactive Technical Health Monitoring: Implement and manage tools/processes to monitor the technical health and performance of customer deployments, proactively identifying and addressing potential issues before they impact operations.

• Support Strategic Engagements: Collaborate closely with the Customer Success on key accounts, providing deep technical expertise during strategic customer discussions (e.g., QBRs) and helping identify opportunities for technical expansion and new use cases.

Requirements

• 3+ years of experience in a Technical Account Manager (TAM), Solutions Engineer, or highly technical Customer Success role in a B2B SaaS environment, with a strong emphasis on enterprise clients.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field is strongly preferred.

• Proven ability to understand intricate system architectures and translate sophisticated technical concepts into clear, actionable solutions for both technical and non-technical audiences.

• Demonstrated technical proficiency with complex SaaS use cases, APIs, data pipelines, and monitoring tools. Experience with AI/ML systems, policy configuration are a plus. SQL proficiency is a strong preference.

• Exceptional problem-solving skills with a track record of successfully diagnosing, triaging, and resolving complex technical challenges in a customer-facing role.

• Strong communication and interpersonal skills, capable of building rapport and trust with customer engineering teams, product managers, and internal stakeholders.

• Experience working effectively in a fast-paced, ambiguous startup environment, with a self-motivated and adaptable approach.

What We Offer

• Health care: we offer platinum-level medical, dental, and vision insurance

• Unlimited PTO, sick leave, and parental leave

• Up to $100 in reimbursement for personal health & wellness expenses each month

• Free lunch and dinner

• 401(k) plan