Technical Account Manager

Technical Account Manager at Lightning AI

Lightning AI, the company behind PyTorch Lightning, builds an end-to-end platform for developing, training, and deploying AI systems. Through our merger with Voltage Park, a neocloud and AI Factory, we combine developer-first software with cost-efficient, large-scale compute. Our platform provides teams with the tools needed for experimentation, training, and production inference, with security, observability, and control built in. We serve solo researchers, startups, and large enterprises globally, backed by leading investors like Coatue, Index Ventures, Bain Capital Ventures, and Firstminute.

What We're Looking For

We are seeking a Technical Account Manager to drive the success of customers using both our GPU infrastructure and ML software platforms. This role focuses on post-sales customer success and problem management, working deeply with customers running real-world ML workloads across hardware and software.

The ideal candidate is technically curious, comfortable engaging with ML engineers and founders, and experienced in guiding customers through complex technical and operational challenges. You will collaborate closely with Sales, Engineering, Product, and Customer Experience teams to deliver long-term customer success.

This is a hybrid role based in our New York office hub. We are not able to provide visa sponsorship for this position at this time.

What You’ll Do

• Act as the primary post-sales point of contact for a portfolio of customers using Voltage Park infrastructure and Lightning ML products.
• Build and maintain trusted, long-term partnerships with customers, focused on successful outcomes rather than periodic check-ins.
• Own customer problem management, including recurring issues, systemic challenges, and complex projects that span multiple teams.
• Lead and coordinate customer onboarding for complex environments, ensuring technical and operational readiness while meeting customer expectations.
• Proactively understand customer ML workflows, infrastructure usage, and business goals to help them maximize value from our platforms.
• Guide customers on operating and scaling ML workloads, including GPU allocation, scheduling tradeoffs, and capacity planning.
• Work directly with ML engineers, founders, and technical stakeholders to help them use Lightning and Voltage Park effectively for their business.
• Coordinate cross-functionally with Engineering, Product, Optimization Engineers, and CX teams to resolve customer challenges.
• Serve as the voice of the customer internally, providing feedback on product gaps, infrastructure constraints, and opportunities for improvement.
• Drive meaningful customer engagement beyond QBRs, including project-based work, technical planning sessions, and ongoing collaboration.
• Track customer health, risks, and opportunities, and proactively intervene to drive adoption, retention, and satisfaction.

Who You Are

• 4+ years of experience in a customer-facing technical role such as Technical Account Manager, Solutions Engineer, ML Consultant, Technical Customer Success, or similar.
• Experience supporting customers using cloud infrastructure, ML platforms, or large-scale high performance compute systems.
• Working understanding of machine learning workflows and how ML teams operate in production environments.
• Ability to learn and navigate APIs, integrations, and automation workflows.
• Strong communication skills, with the ability to engage effectively with both technical and non-technical audiences, including ML engineers and founders.
• Highly organized with the ability to manage multiple complex projects and customer problems simultaneously.

Nice to Have

• Experience working in a high-growth or rapidly scaling environment.
• Prior experience supporting both infrastructure and software customers.
• Familiarity with GPU-based systems, capacity planning, or large-scale compute concepts.
• Exposure to modern ML frameworks such as PyTorch or Lightning (hands-on coding not required).

Key skills/competency

• Customer Success
• Account Management
• Machine Learning Workflows
• Cloud Infrastructure
• GPU Systems
• Problem Management
• Technical Support
• API Integration
• Stakeholder Management
• Capacity Planning