Technical Account Manager, Enterprise- San Francisco HQ

Job description

About Orb: We’re a team that cares deeply about the work, the people we do it with, and the customers we do it for. Everyone at Orb has real ownership over their work, direct access to customers, and a voice in how the company grows. We’re building the revenue design platform that helps teams automate billing, evolve pricing, and grow revenue with confidence. Looking ahead, joining forces with Adyen expands what we can build and raises the ceiling on the problems we get to solve for customers. The challenges are uniquely interesting, and you’ll be surrounded by thoughtful, ambitious people who move fast and hold a high bar. For San Francisco Bay Area , New York, and Amsterdam residents, we've built a hybrid work culture where we are in office 3 days/week. For remote roles, we ask you to join us in person 1x per quarter. Our values, customer centricity, minutes matter, run with it, attention to detail, and go further together are at the core of everything we do. About the role: As a Technical Account Manager for Enterprise, you'll own the most complex, highest-stakes customer relationships at Orb. You'll be the primary technical and strategic point of contact for large enterprise accounts from pre-go-live through deep ongoing adoption — deeply embedded in their success. This is not a relationship management role with a light technical layer. You'll bring serious implementation depth, helping enterprise customers architect their Orb integration and navigate the surrounding ecosystem: ERP systems like NetSuite, CRMs like Salesforce, data pipelines, and internal billing infrastructure. You'll be the person customers call when something is hard, urgent, or unclear — and you'll know how to unblock them. You'll work closely with Implementation Architects, Technical Support Engineers, and Product to turn customer patterns into platform improvements. You think in systems, act with urgency, and hold a high bar for quality. In this role, you will: - Own onboarding and implementation for enterprise customers end-to-end — from kickoff through go-live and into long-term account health - Lead technical discovery to understand each customer's billing architecture, data model, and integration landscape before prescribing an approach - Guide customers through complex integrations connecting Orb with adjacent systems: NetSuite, Salesforce, internal data warehouses, and event pipelines - Design and review API integration patterns, event schemas, aggregation strategies, and idempotency handling alongside customer engineering teams - Serve as the primary escalation point for technical issues during implementation and post-go-live; diagnose root causes and coordinate resolutions with Orb Engineering - Build and maintain account plans that document architecture decisions, integration risks, adoption milestones, and renewal context - Identify and act on expansion signals within your accounts: new product lines, new geographies, incremental usage growth - Represent the voice of enterprise customers internally — translating patterns into product feedback and advocating for platform improvements with Engineering and Product - Contribute to internal documentation: reference architectures, integration playbooks, and implementation guides that accelerate future enterprise onboardings - Partner with Sales on strategic renewals and expansions for your accounts About you: - 10+ years of experience in technical post-sales roles — solutions engineering, implementation consulting, technical account management, or similar — with meaningful tenure in enterprise-facing work - Deep hands-on experience with system integrations: you've personally built or guided integrations between SaaS platforms and enterprise systems (NetSuite, Salesforce, data warehouses, or equivalent) - Technically proficient with APIs, webhooks, event streaming, and SQL; you can read and write code to diagnose integration issues and validate customer implementations - Strong systems thinker: you approach customer problems by mapping the full architecture, understanding data flows and dependencies, and anticipating where things will break before they do - Proven track record managing complex, multi-stakeholder enterprise relationships — you're equally comfortable with a VP of Finance, a Staff Engineer, and a billing operations analyst - Experienced translating between business requirements and technical architecture; you can write a requirements doc and review an ERD in the same conversation - You move with urgency and hold a high bar for accuracy — you don't let open questions linger and you notice when something is off - Exceptional communicator: your written and verbal communication is precise, credible, and calibrated to your audience - Familiarity with billing, usage-based pricing, or fintech infrastructure is a strong plus — you understand why event schema design and aggregation logic matter - Experience with billing system migrations is a plus — you've helped customers cut over from legacy infrastructure without disrupting revenue Benefits: - Excellent medical, dental, and vision insurance - One Medical membership - Unlimited PTO plus an additional week off between Christmas and New Year’s - 401k plan - 16-week paid parental leave with equity vesting - Commuter stipend - Catered lunches in the office - Annual learning & development stipend - Meaningful equity in the form of stock options Equal Opportunity Employer We work with each other day in and day out, and strongly believe that building a diverse and inclusive team is key to our long-term goals and success as a company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.