[Hiring] Technical Account Manager @Uplevel

Role Description

Engineering leaders at large enterprises are navigating one of the hardest inflection points in recent memory — trying to understand what AI actually means for how their organizations deliver value, without getting pulled back into metrics that are easy to game and easy to misread. They need a partner they trust, not a vendor they manage.

That’s what this role is. You are the person your customers rely on to tell them the truth about how the engagement is going, whether they’re on track to get what they came for, and what needs to change when they’re not. You hold the relationship, drive adoption, own the commercial health of your accounts, and make sure nothing falls through the cracks that would cost a customer their outcome.

You’ll work in close partnership with our Method consultants, co-owning executive relationships and sharing accountability for customer outcomes. Your portfolio is 4–5 enterprise accounts.

What You’ll Do

• Account Ownership
  • Build and maintain deep relationships across your accounts — with engineering managers, platform admins, and engineering executives
  • Run structured onboarding that sets customers up for success from day one: clear expectations, coordinated resources, and the right people in the right seats
  • Track account health continuously and surface risks early — before they become problems
  • Run QBRs that connect engagement progress to business outcomes and keep executives aligned and invested
  • Drive renewals and expansion grounded in outcomes the customer can point to, not promises
• Driving Customer Outcomes
  • Take responsibility for whether customers actually get what they came for — not just whether the engagement runs smoothly, but whether the work lands
  • Partner with the Method consultant on the business case for what the engagement is delivering — connecting outcomes to investment decisions in language (both verbal and written) that lands with executives
  • Hold customers to the commitments that make engagements succeed — directly and consistently
  • Coordinate the customer-side work that keeps engagements moving: stakeholder availability, data access, scheduling, follow-through often outside of the main engagement team such as IT and Security
  • Diagnose platform and integration issues independently; escalate (when needed) with enough context that engineering time is used well
• Internal Contribution
  • Translate what you’re seeing in accounts into specific, useful product feedback — you’re one of the most important signals we have
  • Bring patterns across accounts forward so the team can learn from them
  • Help shape how customer success operates at Uplevel

What We’re Looking For

• Skills
  • Account management fluency: you can hold a portfolio of enterprise accounts, track health, manage renewals, and run complex customer relationships without being managed yourself — this is your core craft and you’re good at it
  • Relationship depth: you build trust with senior stakeholders over time, not just in the kickoff call. Your customers call you before things become problems because they know you’ll be straight with them
  • Customer accountability: you can have the hard conversation — directly and without making it a relationship problem
  • Clear, direct communication in writing, in customer sessions, and when the news isn’t good
  • Genuine follow-through: you close the loop, every time, without being reminded
• Background
  • Experience in technical account management at a software company, customer success, or implementation in B2B SaaS
  • Experience working in or alongside engineering organizations — exposure to delivery practices, developer productivity, or engineering metrics is a strong plus
  • Experience working alongside structured delivery engagements — you understand what makes them work and what makes them fail
  • Early-stage or scaling company experience preferred

What Success Looks Like

• In your first 90 days, you have a clear, honest picture of every account in your portfolio, you’ve run at least one onboarding end-to-end, and customers already feel like someone is looking out for them.
• At six months, accounts are healthy, customers are getting real value from the platform, engagements are running well, and your product observations are already shaping internal conversations.
• At a year, customers renew — not because the contract is up and it’s easier than switching, but because they don’t want to lose the value that you have clearly articulated to them. The account relationships are strong enough that customers bring you problems before they become risks, because they trust you’ll help them solve it.

Working at Uplevel

We’re a small, remote team. That means more ownership, less process, and no one to hand problems off to. If you want a defined lane and a built-out playbook, this probably isn’t the right fit. If you want to own real relationships, do work that matters to the people you serve, and help define what great customer success looks like at an early-stage company — this might be exactly it.

Uplevel is an equal opportunity employer.