Technical Success Manager - Strategic Accounts

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market. As a Technical Success Manager, you'll be the technical backbone for Deliverect's largest global brands, owning the health of their integrations end-to-end and ensuring the SLAs they depend on are consistently met. You'll act as the bridge between our support and engineering teams and enterprise customers — getting ahead of technical risk before it becomes a business problem — and your judgment on when to escalate, and how, will directly protect retention and trust with our most valuable accounts.

Responsibilities

Act as the primary technical and relationship point of contact for a portfolio of Deliverect's largest global accounts, leveraging deep integration knowledge to proactively maintain account health; Partner with Sales and Strategic Account teams during QBRs and strategic touchpoints to translate technical performance into actionable business outcomes; Identify expansion opportunities—such as additional modules, integrations, or use cases—during technical engagements to support department Net New MRR targets; Track and drive SLA performance across your portfolio, using data to flag risk early and hold internal teams accountable to resolution timelines; Lead proactive issue management with Support teams, conducting root-cause analysis on ticket patterns to determine when to resolve internally or escalate to Engineering or Product; Query and analyze technical health data using SQL and lightweight scripting, delivering clear business insights to internal leadership and key client stakeholders

Requirements

2-4 years of experience in technical account management, solutions engineering, or technical support within an enterprise SaaS environment (or equivalent work experience); Practical experience reading logs, diagnosing API and webhook failures, and troubleshooting root causes alongside engineering teams; Proficiency with SQL for independent data querying, tracking SLA compliance, and identifying system trends; Working knowledge of Python or JavaScript to script lightweight diagnostic tools and automate routine technical checks; Strong communication and stakeholder management skills, with the ability to translate complex technical concepts into business-level discussions; Fluency in English is required, with strong written and verbal communication skills being essential; Applicants must possess the legal right to work in the country where the role is based

Benefits

Dedicated learning budget; Opportunity to solve meaningful challenges; Culture of innovation with weekly releases and new features; Collaboration with a diverse global team; Be part of a rapidly scaling SaaS unicorn; Regionally tailored rewards and benefits; Flexible work schedule