Senior technical account manager - atlas

Role Overview
The Senior Technical Account Manager for Atlas is responsible for owning the post-deployment technical success of Armada’s Atlas customers. This role focuses on platform adoption, operational maturity, reliability, and expansion, rather than initial deployment execution.

Atlas deployments are handled by Armada’s support and delivery teams due to the SaaS nature of the product. Once customers are live, the Senior TAM becomes the primary technical owner and success partner, ensuring Atlas is deeply embedded into customer workflows, governance models, and operational processes.

A core responsibility of this role is to build, maintain, and actively drive Joint Success Plans (JSPs) with customers. These plans align Atlas platform capabilities with customer business outcomes and serve as the operating framework for ongoing engagement, prioritization, and value delivery.

Success is measured by adoption depth, customer confidence, retention, expansion, and demonstrated business value.

Location: This role will be based remotely in the Pacific Time Zone.

Key Responsibilities
Technical Account Ownership and Customer Success

Serve as the primary technical point of contact (L1) for Atlas customers post go‑live

Own the short and long‑term technical success and health of assigned accounts

Build trusted, durable relationships with customer engineering, IT, platform, and operations teams

Act as the customer’s advocate inside Armada for platform improvements and roadmap alignment

Serve as the main contact point during escalations and drive resolution

Collaborate with AEs to co‑deliver QBRs

Joint Success Plan Ownership

Build, maintain, and continuously drive Joint Success Plans with customers

Align Atlas platform capabilities to customer business objectives, operational KPIs, and success criteria

Use the Joint Success Plan as the system of record for priorities, milestones, risks, and outcomes

Regularly review and update success plans with customer stakeholders and Armada leadership

Ensure success plans directly inform adoption strategy, roadmap discussions, and expansion planning

Atlas Platform Adoption and Optimization

Drive deep adoption of Atlas capabilities including monitoring, lifecycle management, governance, and automation

Help customers integrate Atlas into existing workflows, tooling, and operational processes

Identify usage gaps, friction points, and opportunities to expand Atlas value

Guide customers from initial usage into advanced, production‑grade operating patterns

Identify applications to be integrated into Marketplace and drive the execution of this integration

Support customers to self‑onboard assets which are not covered by Support like SD‑WAN and others

Support the customers with asset management best practices

Train new users to use Atlas in a proficient way

Time‑to‑Value and Ongoing Value Realization

Accelerate time‑to‑value by prioritizing high‑impact Atlas use cases

Translate platform usage into measurable outcomes such as improved uptime, operational efficiency, and reduced complexity

Track, quantify, and communicate realized value through structured reviews and health checks

Operational Excellence and Reliability

Monitor platform health, usage trends, and operational signals across assigned accounts

Proactively identify risks, misconfigurations, or adoption challenges before they impact customers

Coordinate with Support, Engineering, and Product teams to resolve issues efficiently

Ensure customers operate Atlas in a secure, stable, and scalable manner

Governance, Security, and Compliance Alignment

Support customers in aligning Atlas usage with security, access control, audit logs, and governance expectations

Partner with customer security and compliance teams as needed

Maintain disciplined operational hygiene, documentation, and access management

Expansion and Growth Support

Identify Atlas‑led expansion opportunities including additional users, environments, or use cases

Partner with Sales and Customer Success leadership on expansion planning, grounded in the Joint Success Plan

Provide technical validation and guidance for Atlas‑driven growth opportunities

Cross‑Functional Collaboration

Work closely with Support teams responsible for Atlas onboarding and deployment

Partner with Product and Engineering to provide structured feedback based on real customer usage

Collaborate with regional GTM and Customer Success teams to ensure seamless customer experience

Qualifications and Experience

8+ years of experience in technical account management, customer success engineering, platform engineering, or SRE‑adjacent roles

Strong experience supporting enterprise SaaS platforms in production environments

Deep understanding of cloud platforms, distributed systems, and operational tooling

Proven ability to build and drive Joint Success Plans tied to measurable outcomes

Ability to explain complex technical concepts clearly to engineers and executives

Strong written and verbal communication skills

Preferred Experience

Experience supporting control planes, management platforms, or observability tools

Familiarity with Kubernetes, distributed infrastructure, and hybrid cloud environments

Exposure to regulated or sovereign customer environments

Experience driving adoption, value realization, and expansion for enterprise SaaS products

Comfort operating with ambiguity and owning outcomes end‑to‑end

What Success Looks Like

Joint Success Plans are actively used and referenced by both Armada and customer teams

Atlas adoption deepens over time with clear, measurable value delivered

Customers view the Senior TAM as a trusted technical advisor and success partner

Retention is strong and expansion is driven by demonstrated outcomes

Atlas is positioned as a core operational control plane within customer environments

Compensation & Benefits
For U.S. based candidates: The on‑target earnings salary range for this role is $132,000 – $165,000 USD, varying based on location experience, skills, and qualifications. In addition to the salary, this role will also be offered equity and subsidized benefits (details available upon request).

Benefits

Medical, dental, and vision (subsidized cost)

Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)

Retirement plan options, including 401(k) and Roth 401(k)

Unlimited paid time off (PTO)

14 paid company holidays per year

You’re a Great Fit if You’re

A go‑getter with a growth mindset. Intellectual curiosity, strong business acumen, and a desire to build relevant skills and knowledge

A detail‑oriented problem‑solver who can independently gather information, solve problems efficiently, and deliver results with a “get‑it‑done” attitude

Thriving in a fast‑paced environment, energized by an entrepreneurial spirit, capable of working quickly, and excited to contribute to a growing company

A collaborative team player focused on business success and motivated by team accomplishment over personal agenda

Highly organized and results‑driven with strong prioritization skills and a dedicated work ethic

Equal Opportunity Statement
At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time.

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