Technical Account Manager

Summary

Yoodli is an AI roleplay simulator that helps individuals and teams improve communication through private, judgment-free coaching. The Technical Account Manager serves as the technical point of contact for enterprise customers, handling escalations, onboarding, integrations, and proactive account monitoring while partnering with Customer Success and other teams to support long-term customer value.

Responsibilities

• Serve as the technical escalation point for enterprise customers, owning issues from triage through resolution
• Investigate product bugs, reproduce issues, and write clear, well-documented escalations for the engineering team
• Respond to inbound technical inquiries with accuracy, empathy, and speed. You set the bar for technical quality across the support queue
• Own response and resolution against defined SLA commitments for your accounts, including accelerated response targets for critical issues
• Maintain visibility into open issues across your accounts, proactively communicate status and resolution timelines to customers, and monitor for integration alerts and usage anomalies before they become tickets
• Build and maintain trusted technical relationships with administrators, IT leads, and technical stakeholders at your accounts
• Lead technical onboarding for new enterprise customers covering SSO configuration, LMS/CRM integrations, admin setup, and custom roleplay scenario deployment
• Conduct technical health reviews to surface adoption blockers, underutilized features, and integration opportunities
• Partner with Customer Success Managers, Professional Services, and Solution Engineers on renewal and expansion conversations, integrations, providing technical context and credibility
• Become a deep product expert in Yoodli's platform on how our AI coaching engine works, how roleplay scenarios are structured, how data flows through the system
• Partner with Customer Success Managers, Professional Services, and Solution Engineers on renewal and expansion conversations, integrations, providing technical context and credibility
• Translate customer technical requirements into clear product feedback for engineering and product teams
• Document solutions, workarounds, and integration guides that reduce ticket volume and support self-service

Skills

• If you're energized by solving hard technical problems *and* building relationships, and if the idea of becoming an expert in AI-powered communication coaching genuinely excites you, then this role is for you
• * 2-4 years of experience in a technical account management, technical customer success, or senior technical support role at a SaaS company
• * Comfortable owning a small, high-touch book of business (typically 1-4 strategic enterprise accounts, sometimes a single dedicated account) rather than a shared support queue
• * Solid technical foundation: comfortable with SSO/SAML, REST APIs, webhooks, and a thorough understanding of reading console logs, HAR files, and network traces to diagnose issues
• * Experience working directly with enterprise SaaS customers
• * Clear, confident communicator you can explain a complex technical issue to a non-technical executive and then turn around and write a precise bug report for an engineer
• * Strong written communication skills. Your tickets, escalations, and customer updates are models of clarity and attention to detail
• * Organized, proactive, and follows though. You will track open issues across accounts and never let things fall through the cracks
• * Experience with tools like HubSpot, Jira, Salesforce, or similar support/CRM platforms
• * Genuine curiosity and excitement about AI and communication technology. You'll become one of the world's foremost experts in AI Roleplay coaching
• * Experience with LMS platforms (Docebo, Seismic Learning, formerly Lessonly, etc.)
• * Familiarity with sales enablement or learning & development software
• * Experience supporting a platform with a complex integration surface
• * Experience working within a multi-stakeholder enterprise account team (i.e., alongside dedicated roles for adoption strategy, solutions architecture, and commercials/licensing)

Qualifications

Must Haves

• If you're energized by solving hard technical problems *and* building relationships, and if the idea of becoming an expert in AI-powered communication coaching genuinely excites you, then this role is for you
• * 2-4 years of experience in a technical account management, technical customer success, or senior technical support role at a SaaS company
• * Comfortable owning a small, high-touch book of business (typically 1-4 strategic enterprise accounts, sometimes a single dedicated account) rather than a shared support queue
• * Solid technical foundation: comfortable with SSO/SAML, REST APIs, webhooks, and a thorough understanding of reading console logs, HAR files, and network traces to diagnose issues
• * Experience working directly with enterprise SaaS customers
• * Clear, confident communicator you can explain a complex technical issue to a non-technical executive and then turn around and write a precise bug report for an engineer
• * Strong written communication skills. Your tickets, escalations, and customer updates are models of clarity and attention to detail
• * Organized, proactive, and follows though. You will track open issues across accounts and never let things fall through the cracks
• * Experience with tools like HubSpot, Jira, Salesforce, or similar support/CRM platforms
• * Genuine curiosity and excitement about AI and communication technology. You'll become one of the world's foremost experts in AI Roleplay coaching

Nice to Haves

• * Experience with LMS platforms (Docebo, Seismic Learning, formerly Lessonly, etc.)
• * Familiarity with sales enablement or learning & development software
• * Experience supporting a platform with a complex integration surface
• * Experience working within a multi-stakeholder enterprise account team (i.e., alongside dedicated roles for adoption strategy, solutions architecture, and commercials/licensing)

Benefits

• Significant equity opportunities at a venture-backed company