[Hiring] Head of Technical Account Management @ScaleOps

Role Description

As the category leader in Autonomous Cloud and AI Infrastructure Resource Management, ScaleOps is redefining autonomous cloud and AI infrastructure. We're on a mission to free DevOps and platform engineers from manual resource management so they can focus on innovation, not tuning resources.

What You'll Be Doing:

• Own the global Technical Account Management strategy, driving technical success and long-term customer outcomes.
• Build, lead, and scale a global team of Technical Account Managers, including hiring, onboarding, enablement, and career development.
• Define clear engagement models, success metrics, and best practices for post-sale technical account management.
• Ensure customers achieve measurable, ongoing value from the ScaleOps platform, including cost savings, performance improvements, and operational efficiency.
• Develop deep, trust-based relationships with technical and operational stakeholders within customer organizations.
• Guide customers through adoption, optimization, and scaling of the platform in real-world production environments.
• Act as a strategic technical advisor, helping customers align ScaleOps with their evolving infrastructure and business goals.
• Serve as the senior technical escalation point for strategic accounts.
• Proactively identify risks, gaps, and underutilized capabilities; drive mitigation and optimization plans; surface these to leadership.
• Ensure customers operate stable, healthy environments while continuously improving outcomes.
• Partner closely with Account Managers to drive retention and expansion through value and long-term customer health.
• Work with Support to ensure seamless escalation and resolution of technical issues.
• Collaborate with Product and Engineering to surface customer insights and feature requests, influence roadmap priorities, and improve platform usability and reliability.
• Represent the customer perspective in internal discussions and planning.
• Define and track KPIs such as adoption, value realization, and customer health and satisfaction.
• Build scalable playbooks, processes, and documentation to support global growth.
• Continuously refine how ScaleOps delivers technical value to customers at scale.

Qualifications

• Proven experience leading or scaling Technical Account Management or post-sale technical customer success teams in B2B SaaS.
• Strong working knowledge of Kubernetes and cloud-native/container platforms (required).
• Experience supporting enterprise customers running production, mission-critical environments.
• A strong customer-first mindset, with demonstrated success driving adoption, optimization, and long-term value.
• Ability to translate complex technical capabilities into clear customer outcomes.
• Excellent leadership, communication, and stakeholder management skills.
• Comfortable operating in a fast-growing, global environment.