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 engineering platform — think of it as the observability layer for the LLM era. Your mission is to make top customers impossible to churn: driving adoption, delivering outcomes, and creating a tight feedback loop back to product and engineering. You understand AI architectures deeply enough to have opinions. You write documentation that engineers actually follow. You close loops rather than escalate them. About the Company This is a seed-stage (Series A/B trajectory), engineering-heavy startup in the open-source AI/ML developer tooling space. The platform helps teams trace, evaluate, monitor, and debug LLM applications and AI agents across the full development lifecycle — from prototype to production. It is widely adopted across the enterprise and developer communities, and recently joined forces with a major analytics infrastructure company. What You'll Do Own 10–20 strategic accounts — lead onboarding, success planning, and deep dives into customers' AI architectures; drive adoption and expansion across the full lifecycle. Guide production readiness — advise on instrumentation strategy, evaluation setup, data modeling, security and privacy, and operational playbooks. Troubleshoot and unblock — debug SDK/API integrations, support self-hosted deployments, and own incident response alongside engineering teams. Drive net revenue retention (NRR) — identify expansion opportunities, manage churn risk proactively, and report on customer health metrics. Be the voice of the customer — synthesize feedback from strategic accounts into actionable product insights and partner closely with engineering and product teams. Create scalable assets — write integration guides, runbooks, and technical documentation that benefit the broader customer base and open-source community. Engage the community — contribute to open-source community support, issue triage, and evangelism where relevant. 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 OSS) Right to work in the EU without visa sponsorship (sponsorship is not available) Availability to work EU time zones and ability to be present in the Berlin office approximately one week per month 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 improving NRR through technical enablement, outcome-focused engagements, and proactive risk management — with concrete examples and metrics Strong ability to troubleshoot SDK/API integrations, debug product