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Basis Theory is seeking a Principal Technical Account Manager to own the post-sales relationship for the company's largest enterprise merchant customers. You will be the named Basis Theory owner for a focused portfolio of strategic, high-value accounts, responsible for the customer relationship, commercial trajectory, and cross-functional coordination across all company functions.
You will work with sophisticated, high-volume merchants running mission-critical payments infrastructure, managing complex technical stacks with multiple stakeholders and executive sponsors. This is a senior, customer-facing role requiring deep payments expertise to serve as a credible strategic advisor to merchants' payments, engineering, and finance leadership.
Key Responsibilities:
Own the Relationship: Be the primary Basis Theory contact for a book of largest enterprise merchant accounts from late-deal handover onward. Build and maintain executive relationships across payments, engineering, product, and finance functions. Act as a strategic advisor on payments strategy, design, and delivery at scale, including orchestration, cost and authorization optimization, resiliency, and roadmap planning.
Retention & Renewals: Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) for a high-value book where individual accounts significantly impact company metrics. Run complex, multi-stakeholder, often multi-year renewal cycles by reviewing usage and delivered value, surfacing risk early, and equipping the sales team to scope and land renewal terms. Monitor early signals of relationship drift (usage dips, reduced engagement, sponsor changes, competitive threats) and intervene before churn occurs.
Expansion: Identify, scope, and warm up expansion opportunities across large, complex customer footprints, including increased volume, new product surfaces, new regions, and new use cases. Pass qualified commercial upsell and cross-sell opportunities to sales while staying closely involved given deal size and complexity.
Business Reviews & Customer Health: Run executive business reviews for accounts, designing agendas, narratives, and follow-up while technical teams handle content. Maintain a current, board-ready picture of health across your portfolio, including utilization against contracted value, escalation status, sponsor strength, and multi-threaded relationships. Lead internal coordination for strategic accounts by pulling in the right functions, mobilizing senior stakeholders, and owning resolution threads.
Requirements:
- 10+ years in technical account management, strategic customer success, or enterprise post-sales account management, ideally in payments, fintech, or API/infrastructure
- Proven track record owning renewals and expansion for large, complex enterprise accounts, or carrying meaningful NRR/retention metrics
- Executive presence: credible and composed with VP/C-level stakeholders; ability to build multi-threaded senior relationships
- Technical credibility with engineering and product teams; ability to discuss merchant payment stacks without requiring an engineer present
- Solid understanding of the card lifecycle (authorization, capture, settlement, refund, chargeback) and where tokenization and vaulting fit
- Familiarity with enterprise merchant payments concerns: payment orchestration, multi-PSP routing, network tokens, authorization-rate and cost optimization
