Lead Technical Account Manager

Our MissionWe’re not your average benefits platform – we’re the driving force that uplifts people’s lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond.Your MissionAs our Lead Technical Account Manager , you're joining at a pivotal moment. We have an early-stage TAM function supporting our customers, but as Ben moves rapidly upmarket into enterprise, we need someone to professionalize and scale this function.You'll define what world-class technical account management looks like for Ben - coaching the team while answering fundamental questions about how TAM operates in an enterprise context: what's our scope, how do we hand off to Customer Success, what does proactive vs reactive support look like, and how do we deliver exceptional service at scale.You'll stay hands-on with a portfolio of strategic accounts - partly because we're a small team that needs the coverage, but also because it keeps you deeply connected to the reality of customer challenges and lets you lead by example. As the team scales, this will shift, but for now you're both builder and practitioner.Finally, your impact extends far beyond your team. You'll be the bridge between our biggest customers and Product/Engineering - championing customer needs, translating technical pain points into roadmap priorities, and ensuring what we build actually solves the problems enterprises face. Your voice will directly shape product decisions, and you'll fundamentally influence how global enterprises manage benefits for millions of employees.What You'll Be Doing...Lead, coach, and develop a team of 4-5 Technical Account Managers - setting clear expectations, running regular 1:1s, and creating development plans that prepare them for increasing enterprise complexity. Define the operational infrastructure: playbooks, escalation workflows, coverage models, handoff processes with Customer Success, and enablement materials that allow the team to scale effectively. Own a portfolio of complex, strategic accounts - serving as their technical advisor for ongoing optimisation and critical issues. Act as the ultimate escalation point for the team's most challenging technical problems, partnering directly with Product, Engineering, and Operations to resolve critical customer issues. Be the primary conduit between customers and product development - synthesise technical feedback, identify patterns across accounts, and advocate for features and fixes that matter most to enterprise customers. Establish key performance metrics (SLAs, CSAT, NPS, escalation trends) and use them to drive continuous improvement across the function. Lead post-mortems and root cause analyses, turning individual customer issues into systemic product and process improvements. Collaborate with Customer Success, Support, Product, and Engineering leadership to clarify boundaries, streamline processes, and strengthen feedback loops. Represent the customer voice in product planning and strategic conversations - your insights should directly influence what gets built and when. Model what great TAM work looks like through your own customer engagements. You'll thrive here if you...Have strong experience managing technical account management, customer success engineering, support engineering, or similar customer-facing technical teams. Possess a solid technical background in B2B SaaS - comfortable with implementation, integrations, platform operations, and complex troubleshooting. Have built or scaled operational frameworks for technical teams, especially in defining function scope, service boundaries, and cross-team workflows. Can balance leadership responsibilities with hands-on IC work - comfortable being both strategist and practitioner. Excel at cross-functional collaboration and stakeholder management - able to influence product and engineering teams with customer evidence and clear prioritisation. Are data-driven with experience managing operational metrics and using them to drive team performance. Thrive in ambiguity and genuinely enjoy building structure and clarity where none exists. You will not love this role if you….Need a slow pace to feel comfortable - we move fast, and we prioritise action, even when the path isn’t perfectly clear Are uncomfortable being accountable for outcomes - this role involves owning projects end-to-end and being responsible for making them succeed and delivering them at a high quality Prefer maintaining the status quo - we want to challenge assumptions and push for better ways of working Prefer a highly structured environment with established processes and clearly defined boundaries - we’re still building, and sometimes that means creating the path as we go Struggle with ambiguity or expect prescriptive direction - you’ll get support and context, but you’ll need to figure things out and take ownership Wait for others to step up, or to be told what to do - We are a high-performance and high-reward work place and are looking for people who are proactive Our Compensation & BenefitsIt’s important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package. This means you have a choice over the things that are most important to you. You can see a selection below, along with the full offering here . Competitive base salary + equity, so you own what you build £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee This allowance will increase by £50 for each year of service until you reach £250 Weekly lunch provided in office so you can spend quality time with the team over some tasty food 28 days of holidays a year plus bank holidays, and an option to buy or sell 5 days per year . Also, your holiday entitlement will increase to 30 days at your 3rd year of service Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones. Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting❤️ Comprehensive Private Medical Insurance Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check