Technical Account Manager

Role At Variance, we are teaching machines to make the hardest judgment calls at scale. We build AI agents for the high-stakes gray area of risk investigations, fraud, and identity reviews. We work with Fortune 500 companies, global marketplaces, and regulated financial institutions operating in complex, high-consequence environments. In those settings, long-term success depends not only on product performance, but on strong technical partnership, disciplined execution, and sustained customer trust. We are seeking a highly skilled, customer-centric Technical Account Manager to join our Customer Success organization. In this role, you will serve as a trusted technical advisor to enterprise customers after deployment, helping them operationalize Variance effectively, deepen adoption across teams, and realize durable value over time. You will partner closely with customer stakeholders and internal product and engineering teams to resolve complex issues, guide technical best practices, and shape the long-term success of each account. This is an in-person position. Our office is located in San Francisco, CA. What you’ll be working on * Serve as the primary post-deployment technical point of contact for enterprise customers * Develop a deep understanding of each customer’s technical environment, workflows, and operational requirements * Guide customers on advanced product usage, configuration, and best practices to support long-term adoption and value realization * Monitor technical account health through usage patterns, deployment signals, and customer feedback, proactively identifying risks and opportunities * Diagnose, triage, and resolve complex technical issues related to APIs, integrations, data flows, and platform behavior * Partner closely with Product and Engineering to investigate escalations, communicate impact clearly, and drive timely resolution * Build and maintain scalable technical resources, including documentation, playbooks, implementation guidance, and troubleshooting materials * Act as a structured feedback channel between customer teams and Variance’s product organization, surfacing recurring themes, feature requests, and operational insights * Support strategic customer engagements, including business reviews, adoption planning, and technical expansion discussions Requirements * 4+ years of experience in a Technical Account Manager, Solutions Engineer, Technical Customer Success, or similar customer-facing technical role * 2+ years of experience supporting enterprise customers in a B2B SaaS environment, particularly in complex, multi-stakeholder accounts * Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience * Demonstrated ability to understand complex system architectures and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders * Strong troubleshooting and problem-solving skills, with a track record of managing sophisticated customer-facing technical issues through resolution * Strong written and verbal communication skills, including the ability to document investigations, summarize technical issues, and produce high-quality customer-facing materials * Comfort operating in a fast-paced, ambiguous environment with a high degree of ownership and cross-functional collaboration * Strong alignment with Variance’s mission to build systems that protect people from fraud, scams, and abuse Strongly preferred * Experience working with AI/ML products, workflow platforms, or decisioning systems * Experience supporting customers in fraud, risk, trust and safety, identity, compliance, or financial services * Strong SQL proficiency and comfort using data to investigate issues and guide customer recommendations * Experience partnering closely with Product and Engineering on escalations, bug management, and roadmap feedback * Experience creating repeatable technical enablement materials and customer success playbooks * Familiarity with the expectations and operating standards of regulated or security-conscious enterprise customers What success looks like * Customers adopt Variance deeply and successfully embed it into critical operational workflows * Technical issues are identified early, communicated clearly, and resolved effectively * Customers view you as a trusted technical advisor and strategic partner * Product and Engineering receive structured, high-quality feedback that improves the platform over time * Account health is actively managed, with risks mitigated early and expansion opportunities surfaced thoughtfully * Variance strengthens long-term customer trust through exceptional technical partnership and operational rigor What we offer * Platinum-level medical, dental, and vision insurance * Unlimited PTO, sick leave, and parental leave * Up to $100 per month in reimbursement for personal health and wellness expenses * Free lunch and dinner * 401(k) plan

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Technical Account Managers work cross-functionally to support the largest and most complex Stripe users. Through trusted relationships, we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe. WHAT YOU'LL DO RESPONSIBILITIES * Provide a Gold Standard Experience to your assigned accounts' key stakeholders * Work with the wider Operations team to provide current state, resources, and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product and feature feedback or development * Foster long-term user relationships that grow loyalty to Stripe and Stripe products * Work cross-functionally both internally and within your user's organizations to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, product adoption, and global expansion * Work closely with Customer Success and other user-facing teams as part of a larger effort to support users on Stripe * Lead user-facing meetings both in person and through video chat * Collaborate on the continued design of this support offering * Create user-facing content for long-term solutions WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * Minimum 3 years of experience in enterprise-level client-facing work * Strong product sense and a drive to solve difficult, user-related problems * Strong written and verbal communication skills in English * Ability to lead complex integration conversations in a highly consultative and proactive manner * Familiarity with APIs and ability to explain API concepts to the largest and most technical Stripe customers * Familiarity with SQL and the ability to build basic queries and modify more complex ones * Strong technical troubleshooting skills and comfort interfacing with technical teams * A professional, confident, and collaborative personality as an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization PREFERRED QUALIFICATIONS * An operations-savvy mindset, with the ability to identify and eliminate process friction while continuing to build scalable processes * Experience in small-to-medium-scale project management * Strong organizational skills and self-starting mindset * Experience with tools like Postman, Xcode, Python, Webhooks, and ETL * Experience in the payments industry