About the role:

You Will...

• Know your accounts. Understand each customer's software business: who they serve, how their product creates value, and what is driving their roadmap. Connect that context to their integration priorities, architecture, and technical stakeholders so your recommendations support their product and business goals.
• Own the technical relationship. Lead regular technical conversations with customer builders and the people directing their work. Come prepared with relevant recommendations, questions, and next steps based on their priorities and how they use Prismatic.
• Drive work to an agreed result. Turn customer goals into scoped technical objectives with success criteria, owners, milestones, and dates. Align customer builders and Prismatic specialists on the work needed for implementation, production launches, feature adoption, and migrations. Surface dependencies and stalls early and follow through on actual use and results.
• Build customer capability. Identify where customer teams need guidance, provide practical advice, and organize focused working sessions with the right technical experts. Follow through until customers can apply that guidance and build and operate effectively.
• Improve how customers operate. Use adoption data, integration performance, support history, and customer feedback to identify risks and opportunities. Recommend improvements to reliability, usage, and cost, and follow through to confirm the results.
• Lead technical escalations. Establish the problem, customer impact, and recovery plan; coordinate Support, architecture specialists, Product, and Engineering; and follow through until recovery is verified. Keep the customer and Account Manager informed of progress, risks, and next steps.
• Participate in the on-call rotation. Triage critical customer incidents, coordinate with Engineering, and own customer communication.
• Help customers adopt what comes next. Identify relevant capabilities and use cases and connect them to the customer's priorities. Bring in Solution Engineering for demos and technical selling, supply the account context they need, and carry resulting technical commitments into the customer's plan.
• Make the account team effective. Maintain clear architecture notes and action plans, prepare specialists with the context they need, and bring customer evidence to Product and Engineering to improve the platform.

You might be a good fit if you...

• Have 3+ years in a customer-facing technical role in B2B SaaS, such as technical account management, implementation engineering, solutions engineering, professional services, or technical support with ongoing account responsibility.
• Understand how software businesses grow and how product teams prioritize roadmaps, balance customer needs with engineering capacity, and make build-versus-buy decisions. Can explain how integrations support a customer's product strategy, customer adoption, and growth.
• Have a strong technical foundation in production integrations, including REST APIs, OAuth, webhooks, asynchronous processing, error handling, and rate limits. Can use technical documentation, logs, and code examples to understand behavior and investigate an issue.
• Can connect a customer's product goals to technical requirements, discuss architecture tradeoffs, and work with specialists to evaluate proposed solutions.
• Build credibility with engineers and product leaders, ask useful questions, and recommend a path forward when requirements are incomplete or priorities change.
• Have independently managed ongoing technical relationships across multiple customers, prioritized competing needs, and driven work across teams to measurable results.
• Take initiative to identify adoption gaps, operational risks, and useful next steps, and can explain why they deserve attention.
• Communicate clearly in writing and conversation, adapt to your audience, and give teammates enough context to act.
• Use AI effectively in your day-to-day work to research accounts, synthesize customer context, investigate technical questions, and improve follow-through. Can show where it improves your work, verify its outputs, and share useful approaches with teammates.
• Can lead technical work across teams: frame the problem clearly, engage the right specialist, and stay accountable for follow-through and results.
• Are comfortable and effective working as part of a fully remote team.
• Reside in the United States.

Bonus Points:

• Experience with embedded integration platforms, developer tools, or products used by other software companies to serve their own customers.
• Software development experience, particularly TypeScript/JavaScript, or experience with GraphQL, CI/CD, multi-tenant systems, integration observability, and cost optimization.
• Experience helping customers adopt AI agent tooling, MCP, or new integration capabilities.

The pay range for this role is...

• Base salary: $155,000; plus equity