Director, Technical Account Management

Summary

Join Aerospike as the Director of Technical Account Management, a senior leadership role responsible for driving customer onboarding, adoption, and expansion globally. This highly impactful, client-facing position requires strategic leadership, account engagement, customer advocacy, and cross-functional collaboration. You will guide program strategy, ensuring customer success, driving revenue growth, and fostering strong client relationships. The role involves acting as a key program advisor during pre-sales and post-sales phases, setting the vision and strategy for the TAM department, and aligning it with business goals and customer needs. You will build and lead a global team, establish scalable processes, and foster a culture of customer obsession. This role demands excellent communication, leadership, and cross-functional influence.

Requirements

• Bachelor’s Degree in Engineering, Computer Science, Information Technology, or equivalent
• 10+ years of experience in Customer Success, Professional Services, or a related field, with at least 5 years in a senior leadership role
• Excellent leadership, communication, and cross-functional influence—trusted by engineers, go-to-market teams, and executive stakeholders alike
• Ability to influence cross-functional teams, ensuring seamless collaboration between sales, product, and engineering
• Experience building and managing global teams, with a focus on operational excellence and customer-centricity in high-growth startup environments
• Strong operational acumen—can own metrics, capacity planning, and continuous improvement across geos and functions
• Excellent communication, documentation, and presentation skills
• Ability to travel 20%–50%

Responsibilities

• Establish and lead the global TAM function to deliver incredible services experiences, grow services revenue, and contribute to strategic programs
• Own and deliver traditional customer success metrics including monthly reporting, critical incident management, customer health, and customer satisfaction benchmarks
• Define and implement scalable processes, tools, and best practices to ensure an exceptional and consistent customer experience
• Foster a culture of customer obsession, innovation, and proactive problem-solving within the organization
• Act as a trusted technical advisor to executive stakeholders and technical decision-makers at Fortune 500 companies across industries (Finance, Telco, AdTech/MarTech, Retail/E-commerce)
• Own the customer journey, covering onboarding, adoption, and ongoing success ensuring measurable business outcomes for customers
• Act as a trusted executive sponsor and strategic advisor to Aerospike’s most critical and high-profile customers, ensuring alignment between their objectives and Aerospike’s solutions
• Drive proactive customer health monitoring, leveraging analytics to anticipate challenges and deliver timely interventions
• Partner closely with Sales and Sales Leadership to develop strategic account plans that prioritize customer outcomes, retention, and upsell opportunities
• Partner with Sales and Sales Leadership on business reviews ensuring customers gain continuous value from their investment in Aerospike
• Collaborate with Product Management and Engineering to translate customer feedback into actionable insights that shape the product roadmap
• Advocate for customer needs across internal teams, ensuring alignment between support, product, sales, and engineering

Preferred Qualifications

• Master’s degree or MBA a plus
• Experience with SQL or NoSQL , and other large-scale data technologies
• Familiarity with AI/ML in post-sales success operations, including case deflection, intelligent routing, and TAM productivity tooling
• Prior experience managing and nurturing executive relationships with customers, including management of executive-level escalations
• Demonstrated progressive experience leading post-sales or customer success teams in a SaaS or subscription enterprise software company