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 enterprise accounts at a fast-growing, engineering-led AI observability platform — think Datadog, but purpose-built for LLM applications and agents. Your mandate is straightforward: make the best customers impossible to churn.</p><p style="min-height:1.5em">You'll drive net revenue retention through deep technical engagement, proactive risk management, and a tight feedback loop back to product. You understand AI architectures well enough to have opinions, you write documentation that engineers actually follow, and you close loops rather than escalate them.</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, build success plans, conduct deep-dives into customer AI architectures, and 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 configurations, and operational playbooks.</p></li><li><p style="min-height:1.5em"><strong>Troubleshoot and unblock</strong> — debug SDK/API integrations, resolve production issues, support self-hosted deployments, and be the first technical escalation point before engineering.</p></li><li><p style="min-height:1.5em"><strong>Create feedback loops</strong> — synthesize patterns across accounts into actionable product insights; work cross-functionally with engineering and product teams to influence the roadmap.</p></li><li><p style="min-height:1.5em"><strong>Enable at scale</strong> — produce technical content (guides, runbooks, integration examples) that multiplies your impact across the full customer base, including open-source community contributors.</p></li><li><p style="min-height:1.5em"><strong>Monitor account health</strong> — track adoption signals, usage telemetry, and risk indicators to intervene proactively before problems become churn.</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 in technical account management, solutions engineering, or customer-success engineering supporting enterprise SaaS or open-source software customers.</p></li><li><p style="min-height:1.5em">Hands-on experience supporting production LLM/AI applications or developer-facing AI platforms — including integrations, prompt management, model evaluation, and production troubleshooting.</p></li><li><p style="min-height:1.5em">Solid grounding in observability, tracing, and monitoring for distributed systems or ML services (distributed tracing, metrics, logging, APM) and the ability to apply those signals to reduce customer risk.</p></li><li><p style="min-height:1.5em">Proven track record of driving customer adoption and improving NRR through technical enablement and proactive, outcome-focused engagements — be ready to share metrics and examples.</p></li><li><p style="min-height:1.5em">Ability to troubleshoot SDK and API integrations, debug production issues, and support self-hosted/on-prem deployments (logs, incident response, etc.).</p></li><li><p style="min-height:1.5em">Familiarity with ClickHouse or other columnar/analytics databases; experience working with large-scale telemetry or metrics data.</p></li><li><p style="min-height:1.5em">Fluent English with strong written and verbal communication skills — equally comfortable presenting to engineers and to executive stakeholders.</p></li><li><p style="min-height:1.5em">Experience collaborating cross-functionally with engineering and product teams in a small, engineering-heavy organisation.</p></li><li><p style="min-height:1.5em"><strong>Right to work in the EU without visa sponsorship</strong> (sponsorship is not available).</p></li><li><p style="min-height:1.5em">Availability to work EU timezones and willingness to spend approximately one week per month on-site in Berlin.</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 with open-source communities at scale — issue triage, community support, documentation, and 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></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 per year, depending on experience.</p></li><li><p style="min-height:1.5em">Equity participation in a well-funded, high-growth company.</p></li><li><p style="min-height:1.5em">Work with a world-class, globally distributed engineering team.</p></li><li><p style="min-height:1.5em">Significant scope and ownership in a small, fast-moving organisation.</p></li></ul><h3>Location</h3><p style="min-height:1.5em">This is a <strong>hybrid role</strong> based in <strong>Berlin, Germany</strong>. You will work remotely the majority of the time, with approximately one week per month in the Berlin office. Candidates must be based in — or willing to relocate to — Europe, and must have the right to work in the EU without sponsorship. The team spans Germany, Austria, Switzerland, the UK, the Netherlands, France, Spain, Poland, and Sweden.</p><p>Find <a href="https://www.arbeitnow.com">Jobs in Germany</a> on Arbeitnow</a>