Manager, Technical Account Management

We're seeking a Manager to lead our Technical Account Management team, oversee onboarding and implementation, strengthen client relationships, and deliver impactful technical solutions that drive long-term success.

Who we are: 

• At Axero, we built a modern, employee-centric intranet that unifies teams and accelerates growth. Our product connects people, conversations and documents to bring rhythm to the digital workplaces of our clients, who are some of the world’s most innovative employee-centric organizations, including Toyota, Johns Hopkins University, and Benjamin Moore
• We work with clients to expand the value of communication, knowledge management, and collaboration into new areas
• We build long-lasting relationships with our clients and our employees, built on integrity, excellence, transparency, and trust
• We encourage entrepreneurial mindsets and independent decision-making - our team is not afraid to fail fast in order to innovate and push our product to new limits
• We are headquartered in New York City but are a 100% remote, global team that works across 10 states and 3 continents

What You’ll Do:

• You’ll lead, mentor, and support a team of Technical Account Managers to ensure client success across onboarding, configuration, and long-term engagement.
• You’ll oversee delivery across a diverse book of business, managing leaders responsible for both small and complex enterprise projects to ensure consistent execution and strategic alignment.
• You’ll build operational excellence by refining team processes, improving delivery playbooks, and driving consistency across engagements.
• You’ll own a limited book of accounts (~60% of your time) to stay close to customer experience and lead by example.
• You’ll act as a sounding board and escalation point for strategic or complex customer challenges.
• You’ll support hiring, onboarding, and professional development of team members.
• You’ll collaborate cross-functionally with Customer Success, Support, and Product to represent TAM insights and advocate for client needs.
• You’ll serve as the technical account owner, building long-term relationships and aligning with customer goals.
• You’ll guide ongoing configuration and feature adoption and provide consultative technical support during key moments.
• You’ll lead complex technical implementations from kickoff through go-live, including requirements gathering, configuration, delivery, and training.
• You’ll develop and customize front-end experiences using HTML, CSS, Bootstrap, AlpineJS, and FontAwesome.
• You’ll configure and test integrations (e.g., SSO via SAML or OAuth, REST API endpoints, data syncs).
• You’ll troubleshoot technical blockers and implement scalable solutions for repeat use.
• You’ll proactively manage risk, surface opportunities, and ensure success across your and your team’s client projects.
• You’ll contribute to internal tooling, documentation, and knowledge sharing across the team.

What You’ll Need:

• You’ve managed or mentored a team of technical professionals in a customer-facing or SaaS environment for 3+ years.
• You are a strong people leader with a coaching mindset and a track record of scaling team impact.
• You’ve delivered at least 12 full-cycle technical implementations for enterprise clients as an IC.
• You are customer-obsessed and skilled at building trust through consistency, empathy, and delivery.
• You are proactive in identifying value opportunities and providing tailored technical recommendations.
• You are highly technical and comfortable jumping into code to support your team or customers.
• You are hands-on with HTML/CSS, APIs, JavaScript, and can troubleshoot front-end environments with ease.
• You are organized and able to prioritize both strategic and tactical work across multiple priorities.
• You’ve successfully run complex projects using straightforward tools like Google Sheets, Zoom, HubSpot, ChurnZero, and features supported by our platform.
• You are based remotely and consistently available during U.S. Eastern Time hours.

You’ll Have Done a Mix of These:

• You’ve maintained long-term technical relationships in an advisory capacity.
• You’ve earned a certification in web development, front-end engineering, or a related technical discipline (e.g., freeCodeCamp, Google, Meta, or university-backed programs).
• You’ve configured and deployed SSO solutions and REST API integrations.
• You’ve used developer tools to debug browser issues and optimize performance.
• You’ve supported clients across industries and adapted to a wide range of business needs.
• You’ve earned your PMP certification or have equivalent project leadership certification.

Extra Credit For You:

• You’ve led technical teams and built performance frameworks, hiring pipelines, or onboarding paths.
• You’ve integrated external libraries like AlpineJS, TinyMCE, FontAwesome, or Bootstrap in customer environments, avoiding reliance on app-specific frameworks for future flexibility.
• You’ve contributed to internal libraries or reusable development patterns.
• You’ve worked in employee engagement, internal communication, or intranet platforms.
• You have Agile or Scrum experience as a team lead or contributor.

Reports to: Chief Experience Officer

Target Start Date: Immediate

Salary Range: $120,000-$130,000

What we offer:
We want you to stay happy, focused, and creative so make use of our flexible and unlimited PTO plan when you need to recharge
You’ll enjoy 100% coverage across our medical, dental, and vision plan offerings
Invest in your future and build your personal wealth by investing in our 401(k) plan with company matching contribution

Axero is the leading provider of social intranet software for businesses of all sizes.  We are an established, privately-held, and funded, profitable software (SaaS) firm with clients, partners, and team members across the globe. We are at the forefront of enabling collaboration and driving productivity for employees everywhere. Our product, Communifire, is a central, instantly searchable hub for your teams, conversations, and documents.