About the Company
The Senior Technical Account Manager for Atlas is responsible for owning the post-deployment technical success of Armada’s Atlas customers. This role focuses on platform adoption, operational maturity, reliability, and expansion, rather than initial deployment execution.
Atlas deployments are handled by Armada’s support and delivery teams due to the SaaS nature of the product. Once customers are live, the Senior TAM becomes the primary technical owner and success partner, ensuring Atlas is deeply embedded into customer workflows, governance models, and operational processes.
A core responsibility of this role is to build, maintain, and actively drive Joint Success Plans (JSPs) with customers. These plans align Atlas platform capabilities with customer business outcomes and serve as the operating framework for ongoing engagement, prioritization, and value delivery.
Success is measured by adoption depth, customer confidence, retention, expansion, and demonstrated business value.
Location: This role will be based remotely in the Pacific Time Zone.
Key Responsibilities
Technical account ownership and customer success
- Serve as the primary technical point of contact (L1) for Atlas customers post go-live
- Own the short and long-term technical success and health of assigned accounts
- Build trusted, durable relationships with customer engineering, IT, platform, and operations teams
- Act as the customer’s advocate inside Armada for platform improvements and roadmap alignment
- Is main contact point during escalations and drives resolution
- Collaborates with AEs to co-deliver QBRs
Joint Success Plan ownership
- Build, maintain, and continuously drive Joint Success Plans with customers
- Align Atlas platform capabilities to customer business objectives, operational KPIs, and success criteria
- Use the Joint Success Plan as the system of record for priorities, milestones, risks, and outcomes
- Regularly review and update success plans with customer stakeholders and Armada leadership
- Ensure success plans directly inform adoption strategy, roadmap discussions, and expansion planning
Atlas platform adoption and optimization
- Drive deep adoption of Atlas capabilities including monitoring, lifecycle management, governance, and automation
- Help customers integrate Atlas into existing workflows, tooling, and operational processes
- Identify usage gaps, friction points, and opportunities to expand Atlas value
- Guide customers from initial usage into advanced, production-grade operating patterns
- Identifies applications to be integrated into Marketplace and drives the execution of this integration
- Supports customers to self-onboard assets which are not covered by Support like SD-WAN and others
- Supports the customers with asset management best practices
- Trains new users to use Atlas in a proficient way
Time-to-value and ongoing value realization
- Accelerate time-to-value by prioritizing high-impact Atlas use cases
- Translate platform usage into measurable outcomes such as improved uptime, operational efficiency, and reduced complexity
- Track, quantify, and communicate realized value through structured reviews and health checks
Operational excellence and reliability
- Monitor platform health, usage trends, and operational signals across assigned accounts
- Proactively identify risks, misconfigurations, or adoption challenges before they impact customers
- Coordinate with Support, Engineering, and Product teams to resolve issues efficiently
- Ensure customers operate Atlas in a secure, stable, and scalable manner
Governance, security, and compliance alignment
- Support customers in aligning Atlas usage with security, access control, audit logs, and governance expectations
- Partner with customer security and compliance teams as needed
- Maintain disciplined operational hygiene, documentation, and access management
Expansion and growth support
- Identify Atlas-led expansion opportunities including additional users, environments, or use cases
- Partner with Sales and Customer Success leadership on expansion planning, grounded in the Joint Success Plan
- Provide technical validation and guidance for Atlas-driven growth opportunities
Cross-functional collaboration
- Work closely with Support teams responsible for Atlas onboarding and deployment
- Partner with Product and Engineering to provide structured feedback based on real customer usage
- Collaborate with regional GTM and Customer Success teams to ensure seamless customer experience
Qualifications and Experience
- 8+ years of experience in technical account management, customer success engineering, platform engineering, or SRE-adjacent roles
- Strong experience supporting enterprise SaaS platforms in production environments
- Deep understanding of cloud platforms, distributed systems, and operational tooling
- Proven ability to build and drive Joint Success Plans tied to measurable outcomes
- Ability to explain complex technical concepts clearly to engineers and executives
- Strong written and verbal communication skills
Preferred Experience
- Experience supporting control planes, management platforms, or observability tools
- Familiarity with Kubernetes, distributed infrastructure, and hybrid cloud environments
- Exposure to regulated or sovereign customer environments
- Experience driving adoption, value realization, and expansion for enterprise SaaS products
- Comfort operating with ambiguity and owning outcomes end to end
What Success Looks Like
- Joint Success Plans are actively used and referenced by both Armada and customer teams
- Atlas adoption deepens over time with clear, measurable value delivered
- Customers view the Senior TAM as a trusted technical advisor and success partner
- Retention is strong and expansion is driven by demonstrated outcomes
- Atlas is positioned as a core operational control plane within customer environments
Compensation & Benefits
For U.S. Based candidates: To ensure fairness and transparency, the on-target earnings salary range for this role for candidates in the U.S. are listed, varying based on location experience, skills, and qualifications. In addition to the salary, this role will also be offered equity and subsidized benefits (details available upon request).
Benefits- Medical, dental, and vision (subsidized cost)
- Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)
- Retirement plan options, including 401(k) and Roth 401(k)
- Unlimited paid time off (PTO)
- 14 paid company holidays per year
#LI-Remote #HP-1
You're a Great Fit if You're
- A go-getter with a growth mindset. You're intellectually curious, have strong business acumen, and actively seek opportunities to build relevant skills and knowledge
- A detail-oriented problem-solver. You can independently gather information, solve problems efficiently, and deliver results with a "get-it-done" attitude
- Thrive in a fast-paced environment. You're energized by an entrepreneurial spirit, capable of working quickly, and excited to contribute to a growing company
- A collaborative team player. You focus on business success and are motivated by team accomplishment vs personal agenda
- Highly organized and results-driven. Strong prioritization skills and a dedicated work ethic are essential for you
Equal Opportunity Statement
At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time.
Unsolicited Resumes and Candidates
Armada does not accept unsolicited resumes or candidate submissions from external agencies or recruiters. All candidates must apply directly through our careers page. Any resumes submitted by agencies without a prior signed agreement will be considered unsolicited and Armada will not be obligated to pay any fees.
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