Senior Technical Account Manager (AI Focus) at Zapier

At Zapier, we build and use automation daily to make work more efficient, creative, and human. We’re looking for a Senior Technical Account Manager to support our Enterprise customers on the post-sale team.

You’ll serve as a named senior technical partner to builders, technical leaders, and executives, helping them turn important business problems into reliable, well-designed automations.

You’ll join a growing team of four Sr. TAMs reporting to a Senior Manager. Customer portfolios vary by program, account size, technical complexity, and level of engagement. Customers typically receive an average allocation of approximately six dedicated TAM hours, which you’ll use for architecture, hands-on building, technical enablement, and proactive account planning.

Key Responsibilities:

Design, build, and improve customer automations

• Use customers’ dedicated TAM hours to design, build, and improve automations tied to meaningful business outcomes.
• Translate complex processes into practical workflow architectures covering data movement, business logic, exception paths, and operational controls.
• Build alongside customer teams to move high-value use cases from concept to reliable production operation.
• Review existing automations for reliability, efficiency, maintainability, and effective use of Zapier.
• Troubleshoot issues across Zapier, APIs, authentication, data formats, and connected applications.
• Identify recurring failures and improve error handling, monitoring, alerts, fallback behavior, and recovery processes.

Lead proactive technical partnerships

• Develop a strong understanding of each customer’s priorities, systems, technical constraints, governance needs, and automation maturity.
• Create technical account plans that identify valuable use cases, architectural recommendations, risks, and next steps.
• Lead working sessions, architecture reviews, implementation discussions, and executive conversations.
• Use sound judgment to determine when to solve directly, teach the customer, recommend another approach, or involve additional Zapier teams.

Drive customer and team outcomes through internal partnership

• Partner closely with Customer Success to connect technical priorities to adoption, realized value, retention, and growth.
• Bring technical evidence into account planning, business reviews, renewal preparation, and expansion conversations.
• Surface blockers, adoption gaps, and architectural risks early, and take ownership of moving the right people toward a solution.
• Proactively identify and lead team or cross-functional initiatives, turning recurring needs into scalable solutions, reusable practices, and better experiences for customers and the team.

Represent the customer inside Zapier

• Give Product and Engineering technically grounded feedback that explains the customer’s use case, business impact, urgency, and available workarounds.
• Use evidence and patterns across your portfolio to advocate for fixes and features that materially affect Enterprise customers.
• Coordinate complex escalations, keep customers informed, and set clear expectations.
• Share recurring insights that improve the product, documentation, supportability, and broader Enterprise experience.

Help customers make sound AI decisions

AI is changing how customers design and operate automations. You’ll help them move beyond surface-level terminology and make responsible implementation choices.

• Use AI tools such as ChatGPT, Claude, or Gemini in your own work, applying appropriate review, verification, and judgment.
• Understand meaningful differences among AI models and discuss their capabilities, limitations, and selection criteria credibly with customers.
• Explain the difference between deterministic automation, AI-assisted workflows, and agentic systems, and help customers decide when and how to use each.
• Guide practical conversations about accuracy, reliability, evaluation, fallback behavior, human oversight, security, and governance.
• Understand emerging AI integration patterns, including the Model Context Protocol (MCP), and how models, tools, data, and automation platforms can work together.

What We’re Looking For

• Significant experience (7+ years) in technical account management, solutions architecture, customer engineering, sales engineering, implementation consulting, or a comparable customer-facing technical role.
• A track record of measurably improving customer outcomes across an Enterprise portfolio, such as reducing churn risk, strengthening renewals, expanding adoption, or creating upsell and cross-sell opportunities through technical enablement.
• Demonstrated experience building integrations, automations, or API-based solutions, not only recommending them.
• Hands-on familiarity with Zapier or comparable automation and integration platforms.
• Experience owning complex technical relationships with Enterprise customers and communicating effectively with both builders and executives.
• Strong working knowledge of APIs, webhooks, authentication, structured data, application integrations, and conditional workflow logic.
• The ability to diagnose ambiguous, multi-system problems and design for production reliability, monitoring, recovery, and maintainability.
• Strong customer judgment, balancing immediate needs with technical feasibility, risk, scale, and long-term value.
• The ability to operate autonomously in an ambiguous environment: proactively identifying high-impact work, driving customer and team initiatives to completion across multiple internal teams.
• Hands-on experience with AI tools and a practical understanding of AI-assisted workflows, agentic systems, evaluation, oversight, and governance.