Head of Technical Account Management

Role Summary

ScaleOps is redefining autonomous cloud and AI infrastructure. We're on a mission to free DevOps and platform engineers from manual resource management so they can focus on innovation, not tuning resources. The results: maximized performance and a reduction of cloud costs by up to 80%.

As the category leader in Autonomous Cloud and AI Infrastructure Resource Management, we're trusted by leading enterprises including Adobe, Wiz, Epic Games, Northwestern Mutual, Coinbase, DocuSign, and Fortune 100 companies to autonomously manage their most critical production environments.

Backed by Insight Partners, Lightspeed Venture Partners, and other leading VCs with over $210M in funding, ScaleOps is the leading player in a massive and growing market. We are building the autonomous infrastructure management platform that will power the next decade of enterprise compute.

Responsibilities

• Own the global Technical Account Management strategy, driving technical success and long-term customer outcomes
• Build, lead, and scale a global team of Technical Account Managers, including hiring, onboarding, enablement, and career development
• Define clear engagement models, success metrics, and best practices for post-sale technical account management
• Ensure customers achieve measurable, ongoing value from the ScaleOps platform, including cost savings, performance improvements, and operational efficiency
• Develop deep, trust-based relationships with technical and operational stakeholders within customer organizations
• Guide customers through adoption, optimization, and scaling of the platform in real-world production environments
• Act as a strategic technical advisor, helping customers align ScaleOps with their evolving infrastructure and business goals
• Serve as the senior technical escalation point for strategic accounts
• Proactively identify risks, gaps, and underutilized capabilities; drive mitigation and optimization plans; surface these to leadership
• Ensure customers operate stable, healthy environments while continuously improving outcomes
• Partner closely with Account Managers to drive retention and expansion through value and long-term customer health
• Work with Support to ensure seamless escalation and resolution of technical issues
• Collaborate with Product and Engineering to surface customer insights and feature requests, influence roadmap priorities, and improve platform usability and reliability
• Represent the customer perspective in internal discussions and planning
• Define and track KPIs such as adoption, value realization, and customer health and satisfaction
• Build scalable playbooks, processes, and documentation to support global growth
• Continuously refine how ScaleOps delivers technical value to customers at scale

Requirements

• Proven experience leading or scaling Technical Account Management or post-sale technical customer success teams in B2B SaaS
• Strong working knowledge of Kubernetes and cloud-native/container platforms (required)
• Experience supporting enterprise customers running production, mission-critical environments
• A strong customer-first mindset, with demonstrated success driving adoption, optimization, and long-term value
• Ability to translate complex technical capabilities into clear customer outcomes
• Excellent leadership, communication, and stakeholder management skills
• Comfortable operating in a fast-growing, global environment