At Emergent, we're building AI-native products that help businesses automate customer interactions, operations, sales, and support through intelligent AI employees.
We're looking for a Manager, Technical Account Management (Customer Success Engineering) to lead a team of Technical Account Managers (TAMs) and KAMs (Key Account Managers) responsible for driving customer success, adoption, retention, and technical excellence across our strategic customer base.
This role combines customer leadership, technical consulting, team management, and operational excellence. You'll work closely with Product, Engineering, and Go-To-Market teams to ensure our customers realize maximum value from the Emergent platform.
What You'll DoLead and Scale the TAM & KAM Team- Lead, mentor, and develop a team of Technical Account Managers and Key Account Managers
- Establish performance standards, operating rhythms, and best practices for customer engagement.
- Conduct regular coaching, career development, and performance reviews.
- Serve as the escalation point for complex customer and technical issues.
- Own the success of Emergent's strategic customers and power users of emergent.
- Build trusted relationships with executive, business, and technical stakeholders.
- Drive customer onboarding, adoption, retention, expansion, and overall satisfaction.
- Act as a strategic advisor helping customers optimize their AI-powered workflows and business outcomes.
- Guide customers through integrations, deployments, migrations, and scale-related challenges.
- Lead discussions around APIs, workflows, integrations, automation, and platform architecture.
- Partner closely with Engineering and Product teams to resolve customer challenges and improve platform reliability.
- Drive proactive account reviews, health checks, and risk mitigation plans.
- Create playbooks, documentation, customer engagement models, and operational processes.
- Define and track customer success metrics, adoption metrics, and team KPIs.
- Identify opportunities to improve efficiency and scale customer-facing operations.
- Drive continuous improvement across onboarding, support, and customer success functions.
- 8+ years of experience in Technical Account Management, Customer Success Engineering, Solutions Engineering, Technical Support, Professional Services, or related customer-facing technical roles.
- 2+ years of people management experience leading customer-facing teams.
- Experience managing Strategic customers and executive stakeholders.
- Proven ability to operate in a fast-paced, high-growth environment.
- Strong understanding of APIs, integrations, databases, web applications, and cloud-based architectures.
- Ability to troubleshoot complex technical issues across application, workflow, integration, and data layers.
- Experience working closely with Engineering and Product teams.
- Ability to translate technical concepts into business value for customers.
- Strong customer relationship management and stakeholder management skills.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Self-starter with a bias for action and ownership.
- Experience with SaaS, AI, developer platforms, or enterprise software products.
- Familiarity with Python, SQL, REST APIs, Webhooks, and modern application architectures.
- Experience supporting global strategic customers.
- Experience building customer success processes in a scaling startup environment.
- Lead and shape a critical customer-facing function.
- Work directly with customers deploying cutting-edge AI solutions.
- Partner closely with Product, Engineering, and Leadership teams.
- Help define the future of AI-powered customer experiences.
- Make a visible impact in a fast-growing company at the forefront of AI innovation.
Skills Required
- 8+ years in Technical Account Management, Customer Success Engineering, Solutions Engineering, Technical Support, Professional Services, or related customer-facing technical roles
- 2+ years of people management experience leading customer-facing teams
- Experience managing strategic customers and executive stakeholders
- Strong understanding of APIs, integrations, databases, web applications, and cloud-based architectures
- Ability to troubleshoot complex technical issues across application, workflow, integration, and data layers
- Experience working closely with Engineering and Product teams
- Excellent verbal and written communication and stakeholder management skills
- Familiarity with Python, SQL, REST APIs, and Webhooks
- Experience with SaaS, AI, developer platforms, or enterprise software products
- Experience supporting global strategic customers and building customer success processes at a scaling startup
What We Do
Backed by Lightspeed, Y Combinator, Together Fund, and Prosus, Emergent is reimagining how software gets built. Our vision is to democratize development, enabling anyone with an idea to become a creator and making software accessible to a billion people worldwide. Our autonomous coding agents turn plain-language ideas into fully functional applications, tested, version-controlled, and deployable in minutes. What once took weeks now happens with a single click. Enterprises use Emergent to write, maintain, and test millions of lines of code autonomously, cutting development cycles from months to days. Headquartered in San Francisco, we’re led by repeat entrepreneurs with a proven track record of building successful startups, joined by a world-class team of Olympiad medalists, IIT & IIM alumni, and veterans from Google, Amazon, and Dropbox. Together, we’re building at the frontier of AI and systems engineering—shipping daily and setting new standards for AI-driven development. In just 90 days, we scaled to $15M ARR, making us one of the fastest-growing AI startups in the world, with users across 180+ countries. Join us in shaping the future of software development.
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