Principal Technical Account Manager

As a Principal Technical Account Manager, you are a strategic authority within Outreach's Technical Account Management organization. You own enterprise-level engagements with our most highly strategic customers and drive systemic customer success initiatives that shape how the entire TAM function operates. You act as a strategic advisor to executive customer leadership and to internal stakeholders across Product, Engineering, GTM, and Supportability — influencing long-term customer partnerships, product direction, and organizational priorities. At this level, you define the engagement models, customer success frameworks, operational standards, and best practices that scale across the TAM organization. You are the voice of the customer at the highest level, translating enterprise-scale patterns into actionable product and operational strategy. You lead transformational programs with broad business impact and operate as a senior advisor in critical customer and business decisions.

Responsibilities

Own and lead enterprise-level strategic engagements with Outreach's most highly strategic customers; Serve as a strategic advisor to executive leadership on both sides of the relationship; Drive systemic customer success initiatives that shape how the entire TAM function operates; Define engagement models, customer success frameworks, operational standards, and best practices; Lead transformational programs with broad business impact

Requirements

Expert-level proficiency across platform architecture, enterprise operations, customer engagement strategy, and organizational leadership; Must be located in the EST time zone

Benefits

Flexible time off; 401k; Generous medical, dental, and vision coverage for full-time employees and their dependents; Parental leave program including options for a paid night nurse and gradual return to work; Infertility/assisted reproductive services benefit; Employee referral bonuses; Snacks and beverages in the Office, along with fun events; Diversity and inclusion programs