Senior Technical Account Manager

About the Role

You will be the primary technical partner for the most strategic accounts at a fast-growing, open-source AI observability platform — think of it as the Datadog for LLM engineering. Your mission is to make top customers impossible to churn: driving adoption, improving net revenue retention, and creating a tight feedback loop from customers back to the product team. You understand AI architectures deeply, write docs engineers actually follow, and close loops rather than escalate them.

About the Company

An open-source LLM engineering platform backed by top-tier investors (Y Combinator, Lightspeed, General Catalyst), now part of a leading columnar database company. The platform provides tracing, prompt management, evaluation, experimentation, and monitoring for AI applications — trusted by thousands of customers and downloaded millions of times monthly. The team is small, engineering-heavy, and globally distributed with a hub in Berlin.

What You'll Do

• Own 10–20 strategic accounts — onboarding, success planning, and deep dives into customer AI architectures; drive adoption and expansion across the full lifecycle.
• Guide production readiness — instrumentation strategy, evaluation setup, data modeling, security and privacy considerations, and operational playbooks.
• Serve as the technical voice of the customer — translate field insights into product feedback; collaborate closely with engineering and product on roadmap priorities.
• Troubleshoot and resolve SDK/API integration issues, debug production incidents, and support self-hosted deployments end-to-end.
• Create scalable enablement assets — technical documentation, integration guides, and best-practice playbooks that the broader customer base can leverage.
• Proactively manage risk — monitor adoption signals, identify at-risk accounts early, and drive mitigation plans before issues escalate.

What We're Looking For

Required:

• 5+ years of experience in technical account management, solutions engineering, or customer-success engineering supporting enterprise customers (SaaS or open-source).
• Hands-on experience supporting production LLM/AI applications or developer-facing AI platforms (integrations, prompt management, model evaluation, production troubleshooting).
• Experience with observability, tracing, and monitoring for distributed systems or ML services (distributed tracing, metrics, logging, APM) and applying those signals to reduce customer risk.
• Proven track record of driving customer adoption and improving NRR through technical enablement and outcome-focused engagements — able to share examples and metrics.
• Strong ability to troubleshoot SDK/API integrations, debug production issues, and support self-hosted deployments.
• Familiarity with ClickHouse or other columnar/analytics databases and experience working with large-scale telemetry or metrics data.
• Fluent English with excellent written and verbal communication; able to present technical concepts to both engineering and executive stakeholders.
• Right to work in the EU without visa sponsorship.
• Ability to work EU timezones and be present in the Berlin office approximately one week per month.

Nice to Have:

• Experience engaging with open-source communities at scale (issue triage, community support, documentation, evangelism).
• Familiarity with cloud infrastructure and containerization (Docker, Kubernetes); experience supporting customer deployments in cloud or on-prem environments.
• Bachelor's degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience).

Compensation & Benefits

• Salary: $90,000 – $160,000 USD annually (depending on experience and location)
• Equity participation
• Remote-first with regular in-person collaboration in Berlin

Location

Fully remote within the EU (Germany, Austria, Switzerland, UK, Netherlands, France, Spain, Sweden, Poland, and other EU locations considered). Candidates must be able to visit the Berlin office approximately once per month. Visa sponsorship is not available.