The Opportunity
Sitetracker is transforming our Services organization from a reactive, transactional delivery model to a proactive, subscription-based partnership model through our FDE Tiers. We’re looking for a Director of Technical Account Management to lead the team at the center of that transformation. This is not a traditional delivery leadership role focused primarily on scope, budget, and hours. You’ll lead a global team of Technical Account Managers responsible for connecting technical delivery to the business outcomes our customers are trying to achieve. You’ll help our teams move from managing tickets and requests to building strategic roadmaps, validating value, and becoming trusted advisors to our customers. This is an opportunity to build the operating model, develop the team, and directly influence customer retention, expansion, and the future of how Sitetracker delivers value.
What You’ll Do
You’ll lead the evolution of our Technical Account Management organization, coaching the team to move from tactical execution toward proactive, strategic customer partnership. You’ll develop TAMs who can lead executive conversations, challenge customers when appropriate, connect technical priorities to business outcomes, and confidently articulate the value Sitetracker is delivering. You’ll partner with Customer Success to build relationships with executive stakeholders and establish strategic roadmaps and value validation plans for our highest-priority customers. You’ll help customers connect their technical investments to measurable business KPIs and ROI while supporting the transition from legacy SOW-based engagements to our subscription-based FDE Tiers. You’ll operate at the intersection of customers, Customer Success, Product, and Engineering. While you won’t be expected to code, you’ll bring enough technical depth to translate business objectives into technical requirements, assess whether customer roadmaps are feasible and scalable, and hold our Engineering Pods accountable for delivery. You’ll also help build the operational engine behind the organization. From strategic roadmap and intake frameworks to customer health and impact metrics, you’ll create repeatable processes that allow the team to scale while maintaining a high level of customer value.
The Skills You’ll Have
Executive Value & Commercial Leadership
- You have a proven track record managing a high-value portfolio of enterprise customers and navigating complex C-level relationships.
- You have led executive QBRs and can connect technical delivery to business KPIs, measurable outcomes, and ROI.
- You understand SaaS metrics including NDR, ARR, and Gross Margin and how a technical customer organization can influence retention and expansion.
- You have experience supporting renewals, expansion, or transitioning enterprise customers to new commercial or pricing models.
- You have directly owned NDR or similar retention targets and/or built a value validation framework that demonstrates measurable customer ROI.
TAM Leadership & Team Transformation
- You have experience leading customer-facing technical or strategic teams and developing people into trusted customer advisors.
- You have hired, onboarded, coached, and scaled teams across global or remote environments.
- You can coach teams to improve executive communication, challenge customers constructively, and move beyond simply responding to customer requests.
- You have led teams through complex customer escalations and can provide direction in high-pressure situations.
- You have successfully led a team through a significant organizational or business-model transformation, ideally within a SaaS or recurring-revenue environment.
Technical & Delivery Leadership
- You have a strong understanding of Agile methodologies and the software development lifecycle and can effectively partner with Engineering and Product leaders.
- You can translate high-level customer and business goals into actionable technical requirements and roadmaps.
- You have experience resolving delivery friction across Customer Success, Engineering, Product, and other customer-facing teams.
- You bring a solid foundational understanding of enterprise integrations and SaaS architecture.
- You may have previously worked as a Solutions Architect, Sales Engineer, technical implementation leader, or in another role requiring you to bridge business and technical stakeholders.
Operational Strategy & Scale
- You have created standardized customer journey maps, strategic roadmaps, templates, or operating frameworks that improved how a customer-facing organization works.
- You can define and track operational health and customer impact metrics to understand whether the organization is delivering meaningful value.
- You’re comfortable operating in ambiguity and building structure where a mature playbook does not yet exist.
- You can balance immediate customer and delivery needs with building processes that will scale as the organization grows.
- You have built or significantly evolved a TAM, Customer Success, or Professional Services function within a scaling SaaS organization.
Within 90 Days, You’ll
- Build a deep understanding of Sitetracker’s current TAM/FDE organization, customer portfolio, FDE Tiers, delivery model, and the transition away from legacy EDS/SOW engagements.
- Establish relationships across Customer Success, Product, Engineering, and Services and develop a clear understanding of where ownership and delivery friction exist today.
- Assess the capabilities of the existing TAM/BA team and identify the coaching, enablement, and process changes needed to develop them into more strategic customer advisors.
- Begin engaging with strategic customers to understand their roadmaps, business objectives, and how they currently measure value from Sitetracker.
Within 180 Days, You’ll
- Establish a consistent approach for Strategic Roadmaps and Value Validation Plans across Strategic Partner and Advanced/Tier 1 customers.
- Begin transitioning the TAM team from tactical project and request management toward proactive roadmap ownership, executive communication, and value-based customer engagement.
- Build stronger operating rhythms between TAMs, Customer Success, and Engineering Pods, with clearer accountability around customer priorities and delivery.
- Establish the operational metrics and processes needed to measure customer impact, FDE adoption, delivery health, and team effectiveness.
Within 365 Days, You’ll
- Have built a scalable Technical Account Management operating model centered on strategic roadmaps, measurable customer value, and proactive partnership.
- Have developed a TAM organization capable of confidently leading executive-level customer conversations and connecting technical delivery to business outcomes.
- Drive adoption and retention of FDE Tiers, with a goal of maintaining greater than 95% renewal across FDE subscriptions.
- Ensure Strategic Partner and Advanced/Tier 1 customers have active Strategic Roadmaps and Value Validation Plans designed to demonstrate 3–4x ROI.
- Have established a repeatable model that strengthens NDR and Gross Margin while defining the future of how Sitetracker delivers ongoing technical value to its customers.
