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Extend is an all-in-one document AI platform providing models, APIs, and infrastructure for developers and AI agents to make document processing programmatic. The platform is used by technical teams at companies like Square, Zillow, Brex, Flatiron Health, Checkr, and Mercury for parsing, extracting, and editing complex documents.
As a Technical Account Manager, you will own the technical and commercial health of a portfolio of 40–50 mid-market and startup customers. This is a technical seller role where you'll build trust with engineering teams by helping debug integrations, then convert that trust into renewals, expansions, and saved contractions.
Key responsibilities include:
- Managing the full post-sales customer journey from onboarding through adoption, renewal, and expansion
- Monitoring usage trends across your book to identify expansion and churn signals proactively
- Defining early-warning indicators for account health and building reusable reporting and playbooks
- Providing frontline technical support: answering customer questions, troubleshooting API issues (authentication, JSON output, logs), and escalating appropriately to support and engineering teams
- Running weekly-to-biweekly check-ins with technical stakeholders on ~20 actively managed accounts per quarter
- Understanding customer business models and product roadmaps to anticipate needs
- Driving renewals, orchestrating expansions, and de-risking contractions through commercial conversations
The company has achieved 6x YoY revenue growth with 200%+ net revenue retention, recently closed a Series A, and operates a high-performance culture in-person in NYC. The sales team has exceeded quota every quarter. You'll have outsized impact joining at this growth stage with significant leadership opportunities ahead.
REQUIREMENTS:
- 4–6 years of experience in customer success, account management, solutions engineering, or technical support at a developer tools, data/analytics, or AI-native software company
- Ideally 1–2 years at a growth-stage startup
- Proven track record owning commercial outcomes: managing renewals, negotiating, handling objections, and de-risking contractions independently (not in a supporting role)
- Technical fluency to build trust with engineers: ability to discuss APIs, debugging, and latency; skill in scoping issues; judgment to escalate appropriately
- Ability to command a room: run meetings with customer engineers and leadership, control narrative, and move tense conversations forward
- Self-directed and resourceful: experience building onboarding processes and systems in early-stage environments
