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Sr. Technical Account Manager
Contract type
Ongoing
Work mode
Remote · Canada, Central & South America
Experience
Senior · 7+ years
Job description
A Senior Technical Account Manager role on Zapier's post-sale Enterprise team, serving as a named senior technical partner to Enterprise customers. The role focuses on designing, building, and improving customer automations and connecting that work to adoption, retention, and growth.
At a glance
- Work mode
- Remote · Canada, Central & South America
What you'll do
- Use customers' dedicated TAM hours to design, build, and improve automations tied to meaningful business outcomes
- Translate complex processes into practical workflow architectures covering data movement, business logic, exception paths, and operational controls
- Build alongside customer teams to move high-value use cases from concept to reliable production operation
- Review existing automations for reliability, efficiency, maintainability, and effective use of Zapier
- Troubleshoot issues across Zapier, APIs, authentication, data formats, and connected applications
- Identify recurring failures and improve error handling, monitoring, alerts, fallback behavior, and recovery processes
- Develop a strong understanding of each customer's priorities, systems, technical constraints, governance needs, and automation maturity
- Create technical account plans that identify valuable use cases, architectural recommendations, risks, and next steps
- Lead working sessions, architecture reviews, implementation discussions, and executive conversations
- Use sound judgment to determine when to solve directly, teach the customer, recommend another approach, or involve additional Zapier teams
- Partner closely with Customer Success to connect technical priorities to adoption, realized value, retention, and growth
- Bring technical evidence into account planning, business reviews, renewal preparation, and expansion conversations
- Surface blockers, adoption gaps, and architectural risks early, and take ownership of moving the right people toward a solution
- Proactively identify and lead team or cross-functional initiatives, turning recurring needs into scalable solutions, reusable practices, and better experiences for customers and the team
- Give Product and Engineering technically grounded feedback that explains the customer's use case, business impact, urgency, and available workarounds
- Use evidence and patterns across your portfolio to advocate for fixes and features that materially affect Enterprise customers
- Coordinate complex escalations, keep customers informed, and set clear expectations
- Share recurring insights that improve the product, documentation, supportability, and broader Enterprise experience
- Use AI tools such as ChatGPT, Claude, or Gemini in your own work, applying appropriate review, verification, and judgment
- Understand meaningful differences among AI models and discuss their capabilities, limitations, and selection criteria credibly with customers
- Explain the difference between deterministic automation, AI-assisted workflows, and agentic systems, and help customers decide when and how to use each
- Guide practical conversations about accuracy, reliability, evaluation, fallback behavior, human oversight, security, and governance
- Understand emerging AI integration patterns, including the Model Context Protocol (MCP), and how models, tools, data, and automation platforms can work together
What we're looking for
- Significant experience (7+ years) in technical account management, solutions architecture, customer engineering, sales engineering, implementation consulting, or a comparable customer-facing technical role
- A track record of measurably improving customer outcomes across an Enterprise portfolio, for example, reducing churn risk, strengthening renewals, expanding adoption, or creating upsell and cross-sell opportunities through technical enablement
- Demonstrated experience building integrations, automations, or API-based solutions, not only recommending them
- Hands-on familiarity with Zapier or comparable automation and integration platforms
- Experience owning complex technical relationships with Enterprise customers and communicating effectively with both builders and executives
- Strong working knowledge of APIs, webhooks, authentication, structured data, application integrations, and conditional workflow logic
- The ability to diagnose ambiguous, multi-system problems and design for production reliability, monitoring, recovery, and maintainability
- Strong customer judgment, balancing immediate needs with technical feasibility, risk, scale, and long-term value
- The ability to operate autonomously in an ambiguous environment: proactively identifying high-impact work, driving customer and team initiatives to completion across multiple internal teams
- Hands-on experience with AI tools and a practical understanding of AI-assisted workflows, agentic systems, evaluation, oversight, and governance
Your team
Post-sale Enterprise team
A growing team of four Sr TAMs reporting to a Senior Manager.
Apply
About Zapier
Mission
To make automation work for everyone, helping people eliminate repetitive work and focus on what matters most.