Technical Account Manager at Brightspot

At Brightspot®, we believe technology should enable content-focused teams to work smarter, faster, and more seamlessly to move businesses forward. Our world-class delivery team has decades of collective experience supporting digital transformation efforts for some of the world’s most well-known companies – from eCommerce brands and media organizations to corporate businesses. Brightspot prides itself on being a leading content management system built to grow and adapt to any business. We are seeking a Technical Account Manager to serve as a strategic, customer-facing leader for enterprise accounts. This individual will serve as the primary technical liaison between Brightspot and its customers, owning the relationship from a technical and operational standpoint while ensuring an exceptional, white-glove experience. This is a high-visibility, high-impact position embedded within a marquee customer relationship. You will serve as the senior technical advisor, trusted operator, and cross-functional quarterback, ensuring seamless execution, proactive strategy, and exceptional customer experience. This is not a hands-on programming role, but it requires strong technical credibility. The ideal candidate can confidently lead architecture-level discussions, coordinate incident response, and make targeted configuration adjustments when necessary. If you thrive in ownership-heavy roles where your judgment, composure, and technical fluency directly shape customer success, this opportunity is for you. Responsibilities • Strategic Account Ownership • Serve as the primary technical point of contact for marquee enterprise customers. • Develop deep knowledge of the customer’s architecture, priorities, and success metrics. • Build trusted relationships with technical stakeholders, leadership, and executive sponsors. • Act as a strategic advisor, aligning Brightspot capabilities with customer needs. • Document and track near-term and mid-term strategic goals • Technical Leadership • Lead technical conversations around architecture, integrations, scalability, performance, and best practices. • Translate customer requirements into actionable plans for Engineering and Product teams. • Facilitate design discussions and solution reviews. • Proactively identify risks and coordinate mitigation strategies. • Perform light technical configuration changes when appropriate. • Incident Management & Escalation • Own and lead bridge calls during priority incidents. • Coordinate internal teams to ensure rapid resolution. • Provide clear, timely communication to stakeholders throughout the incident lifecycle. • Conduct post-incident reviews, including root cause summaries and action tracking. • Program Management • Schedule and lead recurring technical reviews, roadmap discussions, and executive updates. • Drive agendas, document decisions and action items, and ensure accountability. • Maintain visibility into open issues, enhancements, and ongoing initiatives. • Track commitments and ensure delivery against milestones. • Customer Advocacy & Internal Alignment • Act as a professional and transparent ambassador for Brightspot. • Advocate internally for customer priorities while protecting engineering focus. • Partner with Sales to identify growth opportunities within the account. • Improve coordination and communication between the customer and internal teams. Qualifications • 5+ years of experience in a Technical Account Manager, Solutions Architect, Customer Success, or similar technical customer-facing role • Significant enterprise-level account management experience • Prior hands-on experience in DevOps, Infrastructure, or Software Engineering environments • Strong technical foundation (cloud infrastructure, APIs, SaaS architectures, integrations, networking, etc.). • Proven ability to lead architecture-level discussions and complex technical conversations. • Experience managing high-pressure incidents and leading escalation bridges. • Strong program/project management skills with demonstrated milestone ownership. • Ability to work cross-functionally with engineering, product, support, and sales teams. • Exceptional written and verbal communication skills. • Demonstrated leadership and proactive ownership. • Experience operating in on-call or high-availability environments. • Familiarity with modern deployment practices and infrastructure tooling (e.g., Cloudflare or similar platforms) Compensation & Benefits • The starting salary range for this role is $135,000-145,000 with bonus potential. • Benefits include health, dental, and vision insurance, 3 weeks paid vacation, paid sick leave, paid company holidays, Safe Harbor 401(k) with employer matching, continuing education stipend, and a 3-week paid sabbatical after your 5th anniversary At Brightspot®, we value diversity and strive to create an inclusive environment where all employees can thrive. We are an equal opportunity employer and welcome applicants from all backgrounds and experiences. Visit www.brightspot.com and follow us on Twitter @TeamBrightspot to learn more about our story and solutions!