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Founding Technical Account Manager

Extend· CX
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New York City$180k - $220kFull-timePosted 1w ago

About the role

Technical Account Manager responsible for the post-sale technical and commercial health of a 40–50 account book, blending technical fluency with commercial acumen to drive renewals, expansions, and risk mitigation for mid-market and startup customers.

Responsibilities

  • Account management: Own our customers' post-sales journey from onboarding, to adoption, to renewal + expansion
  • Account monitoring: track usage trends across your book, both growth and contraction, so you spot expansion and churn signals before the customer raises them
  • Build the early-warning system: define which events and actions tell us an account is healthy, expanding, or at risk, and turn that into reporting and playbooks we can reuse across the long tail
  • Frontline technical support: answer customer questions, work through API issues (keys, JSON output, logs) far enough to scope the problem, and escalate cleanly to our support and document engineering teams
  • Own the relationships: run weekly-to-biweekly check-ins with the technical stakeholders at the ~20 accounts you're actively focused on each quarter, learn their business model and product roadmap, and know what's coming before it lands
  • Own the number: drive renewals, orchestrate expansions, and de-risk contractions across a book of 40–50 accounts — including commercial conversations to right-size contracts

Qualifications

  • You've owned commercial outcomes: you've managed renewals, negotiated, handled objections, and de-risked a contraction yourself — not supported someone else who did
  • You're technical enough to build trust with engineers: you can talk fluently about APIs, debugging, and latency, you know how to scope an issue, and you know when to say "let me bring in an engineer" instead of guessing
  • You can command a room: run a meeting with a customer's engineers and leadership, control the narrative, and move a tense conversation forward
  • You're resourceful and self-directed: you've built your own onboarding and your own systems at a company where neither existed yet
  • 4–6 years of experience in customer success, account management, solutions, or technical support at a developer tools, data/analytics, or AI-native software company
  • Ideally 1–2 years at a growth stage startup

Skills

Required:Account managementAPI fluencyCustomer-facing communication

Benefits

  • Insurance — 100% health insurance premium coverage
  • Relocation — for candidates based outside of NYC
  • Unlimited PTO policy — we trust everyone like owners, take what you need
  • Daily lunch & snacks covered (plus dinner if you're in the office late) — you'll never go hungry and you help pick the snacks
  • Unlimited token / tooling access — no handicaps on your productivity
  • Learning and development investment — we invest heavily in our team and support your growth
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Extend

Your complete document processing toolkit

The document processing platform built for the next generation.

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