Principal Technical Account Manager

Role overview A principal-level individual contributor role serving as the senior technical advisor and trusted partner for a portfolio of the largest, most strategic customers of a continuous identity verification platform. The position blends deep technical expertise with executive customer leadership, connecting architecture, product adoption, technical health, escalations, and long-term strategy into meaningful customer outcomes across voice, video, and digital interactions.

Responsibilities - Serve as the senior technical advisor for assigned strategic customers, building deep understanding of their environments, architecture, priorities, and risks. - Own the end-to-end technical relationship, proactively driving customer initiatives, dependencies, and action plans to successful outcomes. - Lead architecture reviews, technical health assessments, roadmap discussions, and adoption initiatives. - Lead high-priority escalations, including P1/P2 incidents, coordinating Product, Engineering, Support, and Customer Success through resolution. - Drive root-cause analysis, postmortems, and corrective actions that reduce recurring issues. - Deliver executive technical briefings and QBRs that connect technical health and product usage to business outcomes, and partner with Sales and Account teams on retention, renewals, and expansion. - Mentor and coach Technical Account Managers and Production Support Engineers.

Requirements - 8+ years of experience in technical account management, solutions architecture, professional services, or related customer-facing technical roles at enterprise software companies. - Deep technical expertise across cloud architectures, identity, security, and production systems supporting real-time or high-volume interactions. - Demonstrated success leading complex, multi-stakeholder technical relationships and high-severity escalations. - Strong communication skills, with the ability to translate complex technical situations into clear narratives for executives and engineers. - Proven ability to influence product and engineering priorities using customer context and business outcomes. - Comfort with significant autonomy, occasional after-hours support during critical situations, and remote-first collaboration.

Benefits and work setup - US base pay range of $110,000–$150,000, plus competitive compensation and equity. - Unlimited PTO, comprehensive health and welfare benefits, paid parental leave, and a competitive 401(k) match. - Company-wide rest days, phone and internet allowances, home office stipend, identity protection, and a provided laptop. - Professional development benefits and wellness resources, with a remote-first work model.