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Job Summary:
Cartesia is pioneering AI technologies to create models that learn and interact like humans. The Technical Account Manager will own the technical relationship with enterprise customers, ensuring successful implementation and ongoing usage growth while addressing customer needs and driving platform improvements.
Responsibilities:
• Own the full post-sale technical relationship for a book of enterprise accounts, from pre-go-live scoping through post-launch stabilization and expansion.
• Drive customers to go-live with urgency and precision: define success criteria with senior technical stakeholders, design implementation strategy per customer, run daily standups and 30/60/90 onboarding reviews, and project manage the rollout end-to-end.
• Independently triage customer technical issues — distinguishing product bugs, integration failures, and customer-side misconfigurations — and route to the right internal owner on the first try.
• Lead FDEs through implementation: set direction, manage scope, and serve as the primary technical counterpart for the customer, not a project manager with a spreadsheet.
• Translate customer needs into crisp internal documentation like clear bug reports, feature requests with full context, and scope change docs, not vague Slack threads.
• Monitor account health proactively, identify at-risk customers before problems escalate, and drive consumption and usage growth across the book.
• Surface expansion opportunities to AMs with specific context. Flag upsell-ready accounts, build the handoff, and understand the revenue connection between customer health and growth.
• Build the TAM playbook as a byproduct of execution: 30/60/90 framework, escalation paths, go-live checklists, and technical champion management.
• Partner with Product and Engineering as the voice of the customer — turn customer pain into platform improvements and close the feedback loop.
Qualifications:
Required:
• 6+ years of experience in technical account management, customer success, solutions engineering, or a related customer-facing technical role at a high-growth B2B company
• Genuinely technical: can read API docs, understand system architecture, triage integration issues, and hold a real conversation with an engineer
• Proven ability to manage a complex multi-stakeholder book simultaneously: know which fires to fight and which to watch, with prioritization judgment over process compliance
• Strong project management instincts without being a 'project manager' — can run a complex implementation end-to-end and keep 15 accounts moving at once
• Excellent problem scoper: hears 'it's broken' and turns it into a clear problem statement, routes it correctly on the first try, and drives to resolution
• Strong communicator across altitudes — can run a daily standup with engineers and a QBR with a VP without losing substance in either direction
• Commercially aware: sees the connection between customer health and revenue growth and actively drives consumption, retention, and expansion — not just satisfaction
• High ownership, high autonomy: comfortable making decisions without asking permission and being accountable for customer outcomes
• Fluent with AI agents and tools to manage account load, automate status tracking, and focus time on judgment-intensive work
Preferred:
• Experience in voice AI, real-time audio/video, or telephony infrastructure
• Background where technical account management was a revenue-driving function, not a support function
• Infrastructure, developer tools, or API-first product experience
• Experience scaling from Series A/B through growth stage and adapting the customer motion as the business evolves.
Company:
Cartesia provides real-time multimodal intelligence for all devices. Founded in 2023, the company is headquartered in San Francisco, USA, with a team of 51-200 employees. The company is currently Early Stage.