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Lighthouse is a fast-growing AI-powered SaaS platform serving the global hospitality industry with data-driven commercial strategy tools. With $370M in Series C funding and $100M+ ARR, the company serves tens of thousands of hotels including all top 15 global chains.
The Technical Account Manager will serve as the primary technical advisor for Lighthouse's largest and most strategic enterprise customers. This role sits within Customer Operations and is responsible for ensuring enterprise clients receive proactive technical guidance, escalation management, and continuous value realization throughout their lifecycle.
Key responsibilities include:
- Acting as the dedicated technical point of contact for assigned strategic accounts, building deep stakeholder relationships
- Managing tiered escalation workflows, tracking and prioritizing customer issues with speed and transparency
- Proactively monitoring account health across technical and usage metrics, surfacing risks and recommending preventative actions
- Partnering with Product, Engineering, and PIM teams to diagnose and resolve critical issues spanning APIs, integrations, frontend, and backend systems
- Supporting Account Managers in quarterly business reviews and executive reviews with technical insights, platform updates, and roadmap alignment
- Delivering proactive outreach including health checks, release briefings, and configuration reviews
- Coordinating across Support, Engineering, Product, and Customer Success teams to drive resolution and accountability
- Documenting customer environments and integrations to maintain context for faster troubleshooting
- Leading post-incident retrospectives and driving process improvements
- Advocating for customer needs internally and influencing product roadmap decisions
The role also includes technical enablement responsibilities: developing advanced documentation and diagnostic playbooks, collaborating on product release readiness, identifying knowledge gaps, and designing automation initiatives to streamline diagnosis and resolution for both customers and internal support teams.
Required qualifications: 5–10+ years in technical account management, support engineering, or similar roles, ideally in SaaS, hospitality tech, or enterprise software. Proven track record handling high-severity incidents and serving as an escalation point. Strong technical foundation across APIs, integrations, infrastructure, and application troubleshooting. Exceptional communication skills explaining technical concepts to both executive and technical audiences. Cross-functional partnership experience with Engineering, Product, and Support teams. Ability to thrive in ambiguous, high-pressure situations with structured problem-solving. Fluent English (written and spoken).
