SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 123,100 - 186,300 / annual
Contentful (now part of Salesforce) is seeking a Senior Technical Account Manager to join its Customer Experience team in Denver. This role is evolving toward a Success Architect model, focusing on empowering strategic customers through personalized technical advocacy and solution guidance.
You will report directly to the Global Director of Technical Account Managers and own relationships with one or more of Contentful's most strategic accounts. This is a high-impact position combining technical expertise, architectural guidance, project management, customer relationship management, and problem-solving.
Key Responsibilities:
- Lead customer relationships by promoting technological advancements and translating them into business strategy and client growth
- Partner with internal teams (Customer Experience, Product Management, Research, Engineering) to build strategies that deliver customer value
- Bring structured, customer-centric approaches based on TAM best practices to shape Contentful's methodology
- Manage multiple work streams and strategically leverage resources to achieve goals
- Build and maintain key client relationships, ensuring alignment on goals and ambitions
- Communicate openly with teammates, stakeholders, and leaders about risks and opportunities within your customer base
- Lead at least 2 customer success initiatives (e.g., adoption mapping, OKRs, maturity models, playbooks, training)
- Mentor and guide Support Engineers and other team members on customer advocacy best practices
- Simplify complex problems and facilitate key decision-making through consumable frameworks
You will work with strategic accounts, speak confidently to C-level executives, and influence key stakeholders across the organization. The role requires managing multiple concurrent customer engagements while maintaining context and meeting deadlines.
Requirements:
- Proven track record in a similar technical consulting, Solution Engineer, Solution Architect, or Implementation Manager role at a SaaS company
- Great rapport-building skills with empathy and active listening
- Ability to simplify complex problems and find collaborative solutions
- Proven experience developing relationships with internal teams and external clients
- In-house SaaS cross-functional team experience with demonstrated collaborative success
- Confidence speaking to C-level executives and ability to influence key stakeholders
- Experience working concurrently with Success, Sales, and other departments
- Ability to synthesize large amounts of information into consumable frameworks
- Ability to manage multiple customer engagements simultaneously and context-switch effectively
- Demonstrated ability to meet goals, deadlines, and key milestones
- Excellent communication and presentation skills; confidence conveying knowledge to technical audiences
Advantages (not essential):
- Experience with programming languages: JavaScript, Ruby, Node.js, .NET, Swift, Java, or Python
- Understanding of web technologies: JS frameworks (React), static site generators (Gatsby), REST APIs, CMSs, CDNs, or mobile development experience
