Note: The job is a remote job and is open to candidates in USA. Geordie is building a platform that enterprises rely on to govern their AI agents safely. The Technical Account Manager will own post-sale relationships with enterprise customers, leading onboarding, integrations, adoption, technical issue resolution, renewals, and expansion while collaborating with sales, product, and engineering teams. As the first TAM hire, this role will also establish the processes and playbooks for scalable customer support.
Responsibilities
- Own the Technical Relationship — Be the primary technical point of contact for a portfolio of enterprise accounts, building trust from customer kick-off through renewal and expansion
- Project Management — Own the project plan for onboarding and major implementations end-to-end: timelines, milestones, resourcing, and risk tracking across customer, engineering, and product stakeholders. Run the cadence of standups/status calls, keep everyone accountable to dates, and escalate slippage before it becomes a surprise
- Onboarding & Implementation — Guide customers through deployment, integrations, and configuration, so they see value from day one
- Product Mastery — Become a deep expert on the Geordie platform. Troubleshoot issues, answer technical questions, and give customers confidence in how we work
- Adoption & Health — Track account health and usage, spot risks early, and drive the actions that keep customers engaged and expanding
- Escalation Management — Be the calm, capable owner of technical escalations — coordinating with engineering and product teams to resolve issues and close the loop with customers
- Renewals & Expansion — Partner with our sales team to identify expansion opportunities and ensure strong technical health underpins every renewal opportunity
- Customer Advocacy — Bring field insights back to our teams — feature requests, friction points, and what's actually happening in customer environments — so we keep building the right things and ensure the customer remains at the centre of everything we do
- Documentation & Enablement — Build the runbooks, guides, and best-practice materials that make onboarding repeatable and support scalable
- Cross-Functional Collaboration — Work closely with sales, engineering and product teams to deliver a seamless customer experience
- Build the Function — As our first TAM, help shape the processes and playbooks that define how Geordie supports customers as we scale
Skills
- •EAST COAST CANDIDATES ONLY •
- • You're technical, and you like it. You're comfortable in the details — agents, APIs, integrations, security, governance — and you enjoy figuring out how things really work
- • You own outcomes. You don't wait — you track account health and get ahead of risk before it becomes a churn conversation
- • You're a builder. Early-stage means you create structure where there isn't any and find a way to provide value to customers
- • You're AI-fluent, not just AI-aware. You use tools like Claude Cowork and other agentic AI to run your own workflow — drafting runbooks, triaging tickets, prepping QBRs, chasing account health signals — so you spend your time on judgment calls and relationships, not repetitive admin. You look for the next task to hand off to an agent before you look for the next hire
- • You earn trust at every level. You can debug an integration issue with an engineer in the morning and brief a CISO on progress in the afternoon, without losing credibility in either room
- • You listen before you troubleshoot. You ask sharp questions to understand what's actually going on before you propose a fix, then deliver
- • You communicate clearly and often. Customers always know where things stand
- • You're focused on success. Not just at renewal time — all the time. You care whether customers succeed, and it shows in how you show up
- • You embrace new ways of working. You actively use AI tools — especially agents — to work smarter, move faster, and do more. You thrive in ambiguity
- • 3–5 years' experience in a Technical Account Manager, Solutions Engineer, Sales Engineer, or Customer Success Engineer role at a SaaS or cybersecurity company
- • Passion and interest in agents, how organisations are utilising them, their security and risk, and their governance
- • Solid technical fluency — comfortable with agent architectures, agent security, agent tooling, APIs, saas/cloud integrations, and cloud environments
- • Proven track record of owning post-sale relationships with enterprise customers, including onboarding, adoption, and renewal
- • Experience diagnosing and resolving technical issues, including coordinating with engineering teams on fixes
- • Exceptional written and verbal communication skills, with the ability to work confidently with both technical practitioners and executive stakeholders
- • Strong discovery and problem-solving skills — able to get to the root of a customer issue quickly
- • Comfortable delivering polished, tailored product walkthroughs and training sessions independently
- • Highly organized, with rigorous attention to detail across documentation, account health tracking, and follow-through
- • Collaborative team player who thrives in a fast-paced, ambiguous startup environment
- • Based in the United States, with the flexibility to travel to customer sites as needed
- • Experience supporting security, AI/ML, or agentic tooling customers
- • Active experience creating, deploying and managing agents
- • Prior experience at a high-growth Series A–B SaaS company
- • Light scripting or coding ability (e.g. Python) and comfort working with API tools such as Postman
- • Relevant cloud or security certifications (AWS, Azure, or equivalent)
Benefits
- Flexibility to travel to customer sites as needed
- A platform for your best work
- Opportunities to grow, lead and lift others
- Direct influence over onboarding, support, customer growth, and product direction
Company Overview