Senior Technical Account Manager

• Support Enterprise customers as a named senior technical partner on the post-sale team
• Use dedicated TAM hours for architecture, hands-on building, technical enablement, and proactive account planning
• Design, build, and improve automations tied to meaningful business outcomes
• Translate complex processes into workflow architectures covering data movement, business logic, exception paths, and operational controls
• Build alongside customer teams to move use cases from concept to reliable production operation
• Review automations for reliability, efficiency, maintainability, and effective use of Zapier
• Troubleshoot issues across Zapier, APIs, authentication, data formats, and connected applications
• Improve error handling, monitoring, alerts, fallback behavior, and recovery processes
• Develop customer understanding and create technical account plans
• Lead working sessions, architecture reviews, implementation discussions, and executive conversations
• Partner with Customer Success on adoption, value, retention, and growth
• Provide technical evidence for account planning, business reviews, renewals, and expansion
• Surface blockers, adoption gaps, and architectural risks and drive solutions
• Lead team and cross-functional initiatives that create scalable solutions and reusable practices
• Give Product and Engineering technically grounded customer feedback
• Advocate for Enterprise fixes and features using portfolio evidence
• Coordinate complex escalations and set customer expectations
• Share insights improving product, documentation, supportability, and the Enterprise experience
• Help customers make responsible AI implementation choices, including decisions involving deterministic automation, AI-assisted workflows, agentic systems, evaluation, oversight, security, governance, and MCP

• 7+ years of experience in technical account management, solutions architecture, customer engineering, sales engineering, implementation consulting, or comparable customer-facing technical roles
• Track record of measurably improving outcomes across an Enterprise portfolio
• Experience building integrations, automations, or API-based solutions
• Hands-on familiarity with Zapier or comparable automation and integration platforms
• Experience owning complex technical relationships with Enterprise customers and communicating with builders and executives
• Strong working knowledge of APIs, webhooks, authentication, structured data, application integrations, and conditional workflow logic
• Ability to diagnose ambiguous, multi-system problems and design for production reliability, monitoring, recovery, and maintainability
• Strong customer judgment balancing needs, feasibility, risk, scale, and long-term value
• Ability to operate autonomously in an ambiguous environment and drive initiatives across internal teams
• Hands-on experience with AI tools and practical understanding of AI-assisted workflows, agentic systems, evaluation, oversight, and governance
• Pacific Time (PST) working hours required
• Must be authorized to work from the home location; Zapier does not sponsor visas or transfers

• Bonus
• All-remote work
• Reasonable accommodations for applicants with disabilities
• Equal-opportunity and inclusive workplace
• Compensation philosophy emphasizing competitive, equitable, simple, and transparent pay