Senior Manager, Technical Account Management

Senior Manager, Technical Account Management at Pinpoint Applicant Tracking System

Hi 👋 I’m Dom, VP of Engineering at Pinpoint Applicant Tracking System.

We’re a high-growth HR tech company building software that helps in-house recruitment teams attract, hire, and onboard the right talent. We have a mature product, strong product–market fit, and a growing base of enterprise customers.

As the business has grown, more and more critical technical customer work has landed outside any clear owner. That work spanning delivery, integrations, data, and customer-facing enablement like career sites currently sits across multiple teams and often ends up with the CTO or VP of Engineering.

That’s where you come in. We’re establishing Technical Success as a dedicated function for the first time, and we’re hiring a Senior Manager, Technical Account Management to own it end to end.

From day one, you'll manage two teams (4 direct reports today), Technical Account Management and Careers Site Support, and bring them together under a single operating model. You'll own technical customer outcomes across delivery and enablement, overseeing Technical Account Management, which handles implementations, integrations, data work, and complex escalations, and Careers Site Support, which builds and maintains customer-facing career sites used by Sales and customers.

You’ll act as the primary escalation point for complex technical issues, unblock Sales and CS, protect Engineering from ad-hoc work, and turn what is currently fragmented into something predictable, scalable, and trusted.

The Fine Print

• This is a remote role based in the UK, with occasional in-person meetups.
• Our product is deep, flexible, and genuinely complex; you’ll need to understand APIs, integrations, data flows, and system constraints under the hood.
• While we’re PE-backed, we operate with bootstrapped discipline — you’ll be expected to scale impact through process, tooling, and prioritisation rather than just adding headcount.
• You’ll spend a meaningful amount of time in the weeds early on, earning credibility by doing the work alongside your team.
• This role will not suit someone who prefers strategy, architecture, or advisory work over hands-on delivery and operational ownership.
• Success in this role is measured by clear ownership of Technical Success, reduced CTO and VP Engineering involvement in day-to-day customer work, faster and more predictable onboarding, strong trust from Sales and CS, and clear visibility into quality, throughput, and team capacity.
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

About the Role

This Senior Manager, Technical Account Management position encompasses three core areas:

Technical Delivery & Customer Outcomes (Technical Account Management)

• Oversee the Technical Account Management (TAM) function day-to-day and build the function from the ground up.
• Own the quality and consistency of enterprise configurations, integrations, and technical delivery.
• Join complex customer calls when deep technical context or escalation is required, particularly around configuration, integrations, or platform behaviour.
• Act as the technical counterpart to Sales, CS, Implementation, and Developer Support.
• Drive the move toward self-service over time by identifying repeat work and reducing Engineering dependency.

Customer-facing Enablement (Careers Site Support)

• Lead and manage the Careers Site Support team responsible for customer- and sales-facing career sites.
• Ensure career sites are delivered on time, maintained consistently, and support Sales and CS effectively.
• Own enablement workflows that support new deals, onboarding, and ongoing customer success.
• Identify opportunities to improve efficiency and operational excellence across career site work, including proposing tooling, automation, or structural changes as the function matures.

Team Management

• Lead and manage a small, high-output team spanning Technical Account Management and Careers Site Support.
• Unblock your team by setting priorities and making decisions.
• Hire, onboard, and develop future team members.
• Define and track metrics that show quality, throughput, and efficiency.
• Own capacity planning and throughput — understanding where the team is at capacity and defining how (and if) it scales.
• Identify tooling gaps and build the case for investment where needed.

About You

We are looking for a Senior Manager, Technical Account Management with:

• Meaningful experience in customer-facing technical roles such as Solutions Engineering, Technical Account Management, Implementation, or Customer Engineering.
• Recent and substantial experience working in a startup or early scale-up environment, comfortable building structure from scratch without the support systems of a large or highly mature organisation.
• Experience managing customer-facing technical teams (e.g., Technical Account Managers, Customer Engineers, Implementation or Technical Success teams), with direct accountability for delivery quality, prioritisation, and escalations.
• Experience working with complex, configurable B2B SaaS products and enterprise customers.
• Strong technical fluency around APIs, integrations, and data flows in a B2B SaaS environment — enough to diagnose issues, advise customers, and identify tooling gaps (without needing to write production code).

FAQs for the Senior Manager, Technical Account Management Role at Pinpoint Applicant Tracking System

What teams will I be managing, and what do they do day to day?

You'll manage two teams: Technical Account Management (2 people) handling enterprise customer technical delivery, configuration, integrations, data migrations, and complex escalations, and Careers Site Support (2 people) focusing on building and maintaining customer-facing career sites for sales prospects and existing customers.

Who does this role report to, and why does it sit in Engineering?

This role reports to the VP of Engineering. This placement ensures Technical Success has the necessary leverage to protect engineers from ad-hoc customer work and establish clear escalation paths over time.

How hands-on is this role in the first year?

This role is very hands-on. You will be actively involved in customer calls, working closely with TAMs and Careers Site Support, and delving into the specifics of current delivery and enablement processes. This is an operational ownership role, not solely strategic.

What will my first 30 days look like?

Your initial focus will be on achieving deep product mastery across implementations, integrations, data work, and career sites. You'll engage directly with live customer issues and escalations to understand current challenges and identify gaps in playbooks, processes, and ownership.

What does success look like by 90 days?

By 90 days, the Technical Success function should begin to operate more predictably. You will have defined a clear team structure, initiated hiring if necessary, delivered early wins on high-impact accounts, and significantly reduced CTO and VP Engineering involvement in day-to-day technical customer work.

Is this a revenue- or quota-carrying role?

No, this role is not revenue- or quota-carrying. Its success is measured by efficiency, predictability, and reduced friction in technical customer interactions, enabling expansion through adoption and delivery quality.

How technical do I need to be?

While writing production code isn't required, you need a strong understanding of APIs, integrations, data flows, and SaaS architecture. This technical fluency is essential for diagnosing issues, advising customers, and identifying tooling gaps.

What kinds of technical work cause the most friction today?

Currently, the most friction arises from integrations (e.g., calendar integrations), data migrations from other ATSs, and ad-hoc data change requests that require Engineering support.

What We Offer

Pinpoint Applicant Tracking System is committed to being an exceptional workplace, providing comprehensive benefits to support your growth and well-being:

• Comprehensive healthcare: Excellent medical, dental, & vision coverage for you and your family.
• Unlimited holidays: Take the time you need to rest and recharge.
• Mental health support: Unlimited, immediate access to professional counseling via Spill.
• Retirement contributions: 401k or pension contributions depending on your location.
• Remote-first: Work where you’re most productive, with flexibility and trust as the default.
• Equity with real upside: Share in the long-term value you help create.
• Fully paid parental leave: Up to 16 weeks of paid leave for new parents.
• Learning budget: Annual funds for courses, books, or anything that supports your growth.

A detailed overview of our benefits can be found here.

Key skills/competency

• Technical Account Management
• Customer Success
• Integrations & APIs
• Team Leadership
• Process Optimization
• B2B SaaS
• Operational Ownership
• Escalation Management
• Data Management
• Career Site Development (front-end)