[Hiring] Director of Technical Account Management @Oscilar

Role Description

Oscilar is looking for a Director of Technical Account Management to lead and scale a high-performing team responsible for customer success, retention, expansion, and long-term value realization. This is a hands-on leadership role for someone who leads through expertise, judgment, and example. You'll build a team of Technical Account Managers who operate as general managers of their portfolios — owning customer relationships, driving technical adoption, anticipating risks, identifying growth opportunities, and delivering measurable business outcomes.

Reporting to the VP of Solutions Engineering & Customer Success , you'll set the standard for technical account ownership, serve as an executive partner to our most strategic customers, and develop the team's expertise in AI-driven risk decisioning and agentic AI. You'll also serve as a critical bridge between customers, Product, and Engineering, translating field intelligence into actionable insights that influence Oscilar's platform and product roadmap. This role sits at the intersection of technical customer success, commercial strategy, agentic AI adoption, and product innovation . We're looking for a leader who can build an exceptional team while remaining deeply connected to customers, technology, and the outcomes that matter.

What You'll Do

• Lead, hire, and develop a high-performing Technical Account Management team, fostering a culture of extreme ownership, technical excellence, and customer accountability.
• Empower TAMs to operate as GMs of their portfolios , independently owning customer engagement from onboarding and implementation through adoption, renewal, and expansion.
• Own team-level performance against Gross Revenue Retention (GRR), Net Revenue Retention (NRR) , customer satisfaction, product adoption, and time-to-value objectives.
• Establish clear standards for account success planning, executive engagement, customer health management, and proactive identification of retention and expansion opportunities.
• Serve as the senior escalation point for strategic accounts, complex technical challenges, critical incidents, and high-stakes customer engagements.
• Build trusted relationships with executive stakeholders, leading strategic business reviews and ensuring customers realize measurable value from Oscilar's platform.
• Partner closely with Account Executives, Sales Engineers, Solutions Architects, and Customer Success leadership on renewal strategies, commercial expansion, and complex implementations.
• Provide technical leadership across the TAM organization, ensuring the team can confidently navigate API integrations, SQL, Python, cloud infrastructure, and enterprise data workflows while engaging specialized engineering resources when appropriate.
• Champion agentic AI adoption, developing the team's ability to guide customers through AI-driven automation strategies, workflow design, deployment, and ongoing optimization.
• Build team fluency in AI agent evaluation, human-in-the-loop workflows, performance monitoring, and production governance across fraud, credit, and compliance use cases.
• Leverage AI tools such as Claude, Cursor, GPT, or similar technologies to accelerate analysis, improve team productivity, and develop scalable customer enablement resources.
• Act as the voice of the customer in Product and Engineering discussions, translating deployment insights, recurring challenges, and emerging customer needs into actionable roadmap recommendations.
• Partner with Product and Engineering on beta programs, early-access initiatives, and reusable implementation frameworks that improve customer outcomes.
• Build scalable operating processes, customer health frameworks, performance dashboards, and team development programs that enable consistent execution without sacrificing autonomy.
• Communicate portfolio performance, renewal risk, expansion opportunities, and strategic customer insights to senior leadership.

Qualifications

• 10+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, or related technical customer-facing roles within enterprise SaaS, fintech, or AI-driven platforms.
• 5+ years of leadership experience, with a demonstrated ability to hire, coach, develop, and scale high-performing technical customer-facing teams.
• Proven experience leading enterprise customer portfolios with accountability for GRR, NRR, customer adoption, retention, and expansion.
• A track record of building teams that operate with independent account ownership, commercial accountability, and strong technical judgment.
• Deep understanding of enterprise customer success, including executive business reviews, customer health frameworks, renewal strategy, account planning, and expansion motions.
• Strong technical foundation across REST APIs, SQL, Python, data integrations, and cloud infrastructure (AWS, GCP, or Azure).
• Ability to guide teams through complex customer implementations, troubleshoot technical escalations, and collaborate effectively with Solutions Architects, Product, and Engineering.
• Familiarity with AI/ML platforms, agentic AI, or LLM-powered enterprise workflows, including their deployment, evaluation, and operational considerations.
• Practical experience leveraging LLMs and AI tools to improve productivity, accelerate analysis, automate workflows, or solve complex business problems.
• Strong commercial instincts and the ability to connect technical adoption and customer value realization with retention and revenue expansion.
• Exceptional executive communication skills, with the ability to influence C-suite stakeholders and translate complex technical concepts into clear business outcomes.
• Data-driven approach to leadership, with experience defining KPIs, tracking leading indicators, and using performance insights to guide decisions.
• Proven ability to influence cross-functional stakeholders and translate customer insights into meaningful product, engineering, and business outcomes.

Preferred Qualifications

• Domain expertise in fraud prevention, credit risk, identity, AML/KYC/KYB, compliance, or financial-services risk decisioning.
• Experience at a fintech, financial institution, fraud or risk management platform, or enterprise AI company.
• Experience deploying, supporting, or advising on agentic AI systems, AI agents, or LLM-powered enterprise workflows.
• Familiarity with rules engines, ML-driven decisioning, case management, alert management, and risk operations.
• Experience with customer success platforms such as Salesforce, Gainsight, Totango, or similar tools.
• Experience building or scaling a Technical Account Management function in a high-growth startup or scale-up environment.

What Success Looks Like

• Build a high-performing TAM organization where every team member demonstrates independent portfolio ownership, technical credibility, and commercial accountability.
• Drive measurable improvements in customer retention, net revenue retention, product adoption, and time-to-value.
• Establish strong executive relationships and proactive engagement strategies across Oscilar's most strategic customer accounts.
• Accelerate customer adoption of AI-powered decisioning and agentic AI capabilities, translating technical innovation into measurable business value.
• Create a structured feedback loop between customers, Product, and Engineering that meaningfully influences platform capabilities and roadmap priorities.
• Establish scalable customer success frameworks that support Oscilar's growth while preserving the speed, ownership, and customer intimacy of a high-performing startup.

Benefits

• Competitive salary and equity packages, including a 401(k) plan.
• Remote-first culture.
• 100% employer-covered comprehensive health, dental, and vision insurance with a top-tier plan for you and your dependents (US).
• Unlimited PTO policy.
• Family-friendly environment with regular team events and offsites.
• Unparalleled learning and professional development opportunities.
• Making the internet safer by protecting online transactions.