Original listing text, shown exactly as published by the company.
In this role, you’ll do
- Serve as the dedicated technical point of contact for a named portfolio of enterprise accounts, alongside their assigned CSM
- Conduct regular technical health reviews — assessing integration health, API usage, configuration gaps, platform adoption blockers, and integration best practices that drive enterprise customer stability
- Lead technical customer workshops and escalation discussions as the technical lead for assigned accounts
- Proactively identify technical risks before they become escalations; build remediation plans and see them through
- Guide customers through complex platform configurations, custom reporting setups, and integration architecture for CreatorIQ's NextGen platform
Platform enablement and adoption
- Translate customer business goals into technical requirements and platform configurations within CreatorIQ
- Own the technical success plan for each account — documenting integration specs, data flows, custom setups, and known risks
- Lead customers through complex technical transformations, platform changes, and operational scaling initiatives while ensuring continuity and customer confidence
- Partner with the Education team to identify knowledge gaps and feed them into training content and in-app guidance improvements
Cross-functional escalation and advocacy
- Serve as the internal technical advocate for your accounts — escalating product gaps, bugs, and configuration issues with well-structured context and business impact framing
- Coordinate technical work streams across Product Support, Engineering, Product, and Implementation to ensure enterprise issues are prioritized, communicated clearly, and driven through resolution
- Provide customers with structured technical updates, remediation plans, risk assessments, and realistic delivery expectations during escalations
- Contribute to the CS-Product escalation framework by surfacing recurring technical patterns across your portfolio and translating them into actionable product feedback
- Partner with Implementation during complex onboarding engagements that require advanced technical scoping or platform customization
- Work with Product Support to ensure Tier 2/3 issues in your accounts are resolved quickly and with full context preserved
Operational excellence
- Maintain accurate documentation of each account's technical configuration, integration architecture, and open technical issues in Notion and Zendesk
- Contribute to internal playbooks for common technical patterns, integration scenarios, and migration edge cases
- Track and report on technical health signals across your portfolio — flagging accounts that are technically at-risk before churn signals surface in the CSM layer
Who you are and what you’ll need for this position
Experience
- 4–7 years in a Technical Account Manager, Solutions Engineer, Technical CSM, or Senior Support Engineer role within a SaaS company
- Experience owning technical relationships with enterprise-tier accounts — not transactional; strategic, named accounts
- Demonstrated ability to work across APIs, integrations, data pipeline concepts, and SaaS platform configuration without needing Engineering to hand-hold every step
- Familiarity with influencer marketing, creator economy, or social media data platforms is a strong plus — but coachable domain knowledge is acceptable
Skills and attributes
- Bilingual in technical and business: you can explain an API authentication failure to an engineer and a workflow misconfiguration to a CMO in the same day
- Strong project management instincts — you track open items, set realistic timelines, and close loops without being asked twice
- You write well and document thoroughly — your Notion pages, Zendesk notes, and escalation briefs are clear enough that a CSM can act on them without a Slack follow-up
- Calm under escalation pressure; you de-escalate with data and a plan, not reassurances
- Comfortable working autonomously in a remote environment while staying tightly coordinated with CSMs, Product Support, and Engineering
- Curious about AI, automation, and how technical tooling can make customer teams more efficient
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply! CreatorIQ is a place where everyone can grow.
What you will get from us
- People: work with talented, collaborative, and friendly people who love what they do.
- Guidance: utilize our learning platform to fully get the training and tools you’ll need to become successful here from your first day with us.
- Work/life harmony: 25 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
- Stock options as part of our equity-sharing program.
- Healthcare coverage, encompassing mental health, physical therapies, dental, vision, cancer coverage, and more.
- Comprehensive perks program providing stipends for wellness, cell phone and internet, home office setup, mental wellness, professional development, plus occasional company-funded meal opportunities throughout the year.
