Senior Technical Account Manager

<h3>About the Role</h3><p style="min-height:1.5em">You will be the primary technical partner for the most strategic accounts at a fast-growing, open-source AI engineering platform — think of it as the observability layer for the LLM era. Your mission is to make top customers impossible to churn: driving adoption, delivering outcomes, and creating a tight feedback loop back to product and engineering.</p><p style="min-height:1.5em">You understand AI architectures deeply enough to have opinions. You write documentation that engineers actually follow. You close loops rather than escalate them.</p><h3>About the Company</h3><p style="min-height:1.5em">This is a seed-stage (Series A/B trajectory), engineering-heavy startup in the <strong>open-source AI/ML developer tooling</strong> space. The platform helps teams trace, evaluate, monitor, and debug LLM applications and AI agents across the full development lifecycle — from prototype to production. It is widely adopted across the enterprise and developer communities, and recently joined forces with a major analytics infrastructure company.</p><h3>What You'll Do</h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Own 10–20 strategic accounts</strong> — lead onboarding, success planning, and deep dives into customers' AI architectures; drive adoption and expansion across the full lifecycle.</p></li><li><p style="min-height:1.5em"><strong>Guide production readiness</strong> — advise on instrumentation strategy, evaluation setup, data modeling, security and privacy, and operational playbooks.</p></li><li><p style="min-height:1.5em"><strong>Troubleshoot and unblock</strong> — debug SDK/API integrations, support self-hosted deployments, and own incident response alongside engineering teams.</p></li><li><p style="min-height:1.5em"><strong>Drive net revenue retention (NRR)</strong> — identify expansion opportunities, manage churn risk proactively, and report on customer health metrics.</p></li><li><p style="min-height:1.5em"><strong>Be the voice of the customer</strong> — synthesize feedback from strategic accounts into actionable product insights and partner closely with engineering and product teams.</p></li><li><p style="min-height:1.5em"><strong>Create scalable assets</strong> — write integration guides, runbooks, and technical documentation that benefit the broader customer base and open-source community.</p></li><li><p style="min-height:1.5em"><strong>Engage the community</strong> — contribute to open-source community support, issue triage, and evangelism where relevant.</p></li></ul><h3>What We're Looking For</h3><p style="min-height:1.5em"><strong>Required</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">5+ years of experience in technical account management, solutions engineering, or customer-success engineering supporting enterprise customers (SaaS or OSS)</p></li><li><p style="min-height:1.5em">Right to work in the EU without visa sponsorship (sponsorship is not available)</p></li><li><p style="min-height:1.5em">Availability to work EU time zones and ability to be present in the Berlin office approximately one week per month</p></li><li><p style="min-height:1.5em">Hands-on experience supporting production LLM/AI applications or developer-facing AI platforms (integrations, prompt management, model evaluation, production troubleshooting)</p></li><li><p style="min-height:1.5em">Experience with observability, tracing, and monitoring for distributed systems or ML services (distributed tracing, metrics, logging, APM) and applying those signals to reduce customer risk</p></li><li><p style="min-height:1.5em">Proven track record improving NRR through technical enablement, outcome-focused engagements, and proactive risk management — with concrete examples and metrics</p></li><li><p style="min-height:1.5em">Strong ability to troubleshoot SDK/API integrations, debug production issues, and support self-hosted deployments</p></li><li><p style="min-height:1.5em">Familiarity with ClickHouse or other columnar/analytics databases and experience working with large-scale telemetry or metrics data</p></li><li><p style="min-height:1.5em">Fluent English with excellent written and verbal communication; ability to present technical concepts to both engineering and executive stakeholders</p></li><li><p style="min-height:1.5em">Experience working cross-functionally with engineering and product in a small, engineering-heavy organisation</p></li></ul><p style="min-height:1.5em"><strong>Nice to Have</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience engaging open-source communities at scale (issue triage, documentation, community evangelism)</p></li><li><p style="min-height:1.5em">Familiarity with cloud infrastructure and containerisation (Docker, Kubernetes) and experience supporting customer deployments in cloud or on-prem environments</p></li><li><p style="min-height:1.5em">Bachelor's degree in Computer Science, Engineering, or a related technical field — or equivalent practical experience</p></li><li><p style="min-height:1.5em">Background at companies in the AI/ML observability, developer tooling, or data infrastructure space</p></li></ul><h3>Compensation &amp; Benefits</h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Salary:</strong> $90,000 – $160,000 USD annually (or equivalent local currency)</p></li><li><p style="min-height:1.5em">Equity participation in a high-growth, well-backed startup</p></li><li><p style="min-height:1.5em">Work with a world-class, international engineering team</p></li></ul><h3>Location</h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Primary location:</strong> Berlin, Germany (hybrid — remote-friendly with ~1 week/month in-office expected)</p></li><li><p style="min-height:1.5em">Team members based across Germany, Austria, Switzerland, the UK, Netherlands, France, Spain, Poland, and Sweden</p></li><li><p style="min-height:1.5em"><strong>Visa sponsorship:</strong> Not available — EU work authorisation required</p></li></ul><p>Find <a href="https://www.arbeitnow.com">Jobs in Germany</a> on Arbeitnow</a>