[Hiring] Technical Account Management Leader @Supabase

Role Description

The Technical Account Manager (TAM) Leader owns the health, direction, and performance of the Technical Account Management function. The TAM Leader is both a player and a coach, accountable for:

• Coverage decisions
• Escalation outcomes
• Cross-functional alignment
• Developing individual TAMs to ensure a proactive, relationship-first approach

Core Responsibilities

• People Leadership & Team Development:
  • Hiring and onboarding new TAMs
  • Running regular 1:1s and setting individual development plans
  • Building and maintaining repeatable playbooks
  • Setting consistent standards for technical depth, proactivity, and communication
• Portfolio & Coverage Ownership:
  • Owning the coverage model for the entire function
  • Managing named accounts and partner-mapped accounts
  • Running quarterly reviews and rebalancing accounts
  • Resolving open coverage gaps
  • Approving leadership-discretion assignments
• Customer Technical Ownership (oversight):
  • Ensuring every assigned account has a clear technical owner
  • Spot-checking account documentation and risk tracking
• Onboarding and Adoption (oversight):
  • Ensuring architecture and deployment validation occurs post-sale
  • Coaching TAMs on configuration guidance
  • Tracking early success milestones across the portfolio
• Proactive Technical Guidance (oversight):
  • Conducting regular environment reviews
  • Holding the team accountable for review cadence
• Issue Management and Escalation:
  • Coordinating across support, engineering, and success during major incidents
  • Owning execution of the Named Account Escalation SLA sequence
  • Ensuring root cause analysis and preventative action are completed
  • Isolating TAMs from technical repair work
• Strategic Technical Planning (oversight):
  • Ensuring account plans align with customer roadmaps
  • Engaging on capacity, architecture, or growth planning for strategic accounts
• Internal Collaboration:
  • Representing the aggregated voice of the customer to engineering and product
  • Maintaining the operating agreement between TAM and Support
  • Partnering with Sales and Success leadership on account health
  • Working with partners to ensure technical relationships are maintained

Success Metrics

• Coverage: % of the $33.1M+ named-account book and partner-mapped accounts with an assigned, active TAM
• Team health: ramp time to productivity for new TAMs, retention of the TAM team
• Customer adoption and usage depth across the book
• Reduction in critical incidents and time to resolution for escalated issues
• Customer satisfaction and retention (NRR) across accounts
• Consistency: QBR completion rate and account plan quality across the team

Ideal Individual

• Technical depth in database internals, scalability, security posture, and infrastructure tradeoffs
• People leadership experience in hiring, coaching, and developing a technical team
• Portfolio-level judgment across 100+ accounts
• Comfort in high-severity, multi-stakeholder incidents
• Cross-functional influence and communication clarity
• Retention and expansion awareness with a focus on aggregate NRR
• Experience in engineering, SRE, or technical consulting

What We Offer

• Fully Remote work environment
• ESOP (equity ownership) for every team member
• Tech Allowance for setting up your ideal work environment
• 100% health insurance coverage for employees and 80% for dependents
• Annual Off-Sites for connection and collaboration
• Flexible Work with asynchronous operations
• Annual education allowance for professional development