Director, Technical Account Management

About the Role

Lead and scale a high-impact team that owns the technical relationship with Airtable's most strategic customers, serving as the long-term architectural authority for their platform implementations.

Responsibilities

• Lead and scale a high-performing team of Technical Account Managers.
• Own the team's technical depth across Airtable's agent capabilities and automation architecture.
• Coach and mentor Managers and ICs, building architectural judgment and platform fluency.
• Establish and evolve frameworks for assessing and improving the technical health of customer accounts.
• Engage directly with customers during critical technical projects or escalations.
• Partner across Sales, Customer Success, and Support to identify high-value accounts.
• Drive program development and influence product direction by surfacing customer friction points.
• Leverage data and KPIs to inform decisions and measure success.

Requirements

• 10+ years in technical support, solution architecture, or technical account management, with 5+ years leading enterprise-facing technical teams.
• Solutions-architect mindset with experience in platform or integration-heavy SaaS environments.
• Strong intuition and practical experience using AI tools and approaches.
• Working fluency in AI architecture concepts: agent frameworks, MCP connectivity, automation pipelines, and schema design.
• Strategic leadership and operational skills in building scalable frameworks.
• Calm and confident under pressure, especially in high-stakes technical escalations.
• Exceptional written and verbal communication skills.
• Analytical and comfortable making data-informed decisions.