Sr. Technical Account Manager

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.

AI is changing how customers design and operate automations. You’ll help them move beyond surface-level terminology and make responsible implementation choices.

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.

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.

A track record of building integrations, automations, or API-based solutions, not only recommending them.

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.