Senior Technical Account Manager

About the Role

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.

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.

What You'll Do

• Own 10–20 strategic accounts — lead onboarding, build success plans, conduct deep-dives into customer AI architectures, and drive adoption and expansion across the full lifecycle.
• Guide production readiness — advise on instrumentation strategy, evaluation setup, data modeling, security and privacy configurations, and operational playbooks.
• Troubleshoot and unblock — debug SDK/API integrations, resolve production issues, support self-hosted deployments, and be the first technical escalation point before engineering.
• Create feedback loops — synthesize patterns across accounts into actionable product insights; work cross-functionally with engineering and product teams to influence the roadmap.
• Enable at scale — produce technical content (guides, runbooks, integration examples) that multiplies your impact across the full customer base, including open-source community contributors.
• Monitor account health — track adoption signals, usage telemetry, and risk indicators to intervene proactively before problems become churn.

What We're Looking For

Required

• 5+ years in technical account management, solutions engineering, or customer-success engineering supporting enterprise SaaS or open-source software customers.
• Hands-on experience supporting production LLM/AI applications or developer-facing AI platforms — including integrations, prompt management, model evaluation, and production troubleshooting.
• 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.
• 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.
• Ability to troubleshoot SDK and API integrations, debug production issues, and support self-hosted/on-prem deployments (logs, incident response, etc.).
• Familiarity with ClickHouse or other columnar/analytics databases; experience working with large-scale telemetry or metrics data.
• Fluent English with strong written and verbal communication skills — equally comfortable presenting to engineers and to executive stakeholders.
• Experience collaborating cross-functionally with engineering and product teams in a small, engineering-heavy organisation.
• Right to work in the EU without visa sponsorship (sponsorship is not available).
• Availability to work EU timezones and willingness to spend approximately one week per month on-site in Berlin.

Nice to Have

• Experience engaging with open-source communities at scale — issue triage, community support, documentation, and evangelism.
• Familiarity with cloud infrastructure and containerisation (Docker, Kubernetes) and experience supporting customer deployments in cloud or on-prem environments.
• Bachelor's degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).

Compensation & Benefits

• Salary: €90,000 – €160,000 per year, depending on experience.
• Equity participation in a well-funded, high-growth company.
• Work with a world-class, globally distributed engineering team.
• Significant scope and ownership in a small, fast-moving organisation.

Location

This is a hybrid role based in Berlin, Germany. 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.