Director of Technical Account Management, Aerospike

• 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
• Master’s degree or MBA a plus

Desirable

• The Director of Technical Account Management is a senior customer success leader with previous experience working with a highly technical product suite
• With a high degree of autonomy and minimal supervision, this role is responsible for driving Onboarding, Adoption and Expansion globally by directly engaging with customers, partners, and internal teams to deliver customer outcomes and value realization based on Aerospike’s real-time data platform
• This is a highly impactful post-sales client-facing role that demands fluency in strategic leadership, account engagement, customer advocacy, and cross-functional collaboration
• The Director is expected to guide program strategy and is crucial for ensuring customer success, driving revenue growth, and maintaining strong, long-term client relationships
• The Director serves as a key program advisor during both pre-sales and post-sales phases, setting the vision and strategy for the TAM department, aligning it with overall business goals and customer needs
• This role will 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