Technical Account Manager - US east coast

THE ROLE

Geordie is building the platform enterprises rely on to govern their AI agents safely — and we're growing fast. We're looking for a technical, customer-focused Technical Account Manager to own the post-sale relationship with our customers and make sure they get the best from their Geordie deployment, fast.

You'll be the technical face of Geordie for a portfolio of enterprise accounts — guiding onboarding and integration, becoming the go-to expert customers trust for anything technical, and working closely with our sales, product and engineering teams to keep our customers successful and growing. You will turn technical relationships into lasting partnerships.

This is a hands-on, technical role. You'll get deep into our platform, our customers' environments, and everything in between — and you'll help shape how Geordie delivers success for our customers as our first TAM hire.

We also expect you to work the way we build — intelligently and efficiently. That means embracing AI agents in your day-to-day workflows. We use tools like Claude Cowork to move faster and do more. If you're not passionate about that, this probably isn't the right place for you.

WHAT YOU'LL DO

• Own the Technical Relationship — Be the primary technical point of contact for a portfolio of enterprise accounts, building trust from customer kick-off through renewal and expansion.

• Project Management — Own the project plan for onboarding and major implementations end-to-end: timelines, milestones, resourcing, and risk tracking across customer, engineering, and product stakeholders. Run the cadence of standups/status calls, keep everyone accountable to dates, and escalate slippage before it becomes a surprise.

• Onboarding & Implementation — Guide customers through deployment, integrations, and configuration, so they see value from day one.

• Product Mastery — Become a deep expert on the Geordie platform. Troubleshoot issues, answer technical questions, and give customers confidence in how we work.

• Adoption & Health — Track account health and usage, spot risks early, and drive the actions that keep customers engaged and expanding.

• Escalation Management — Be the calm, capable owner of technical escalations — coordinating with engineering and product teams to resolve issues and close the loop with customers.

• Renewals & Expansion — Partner with our sales team to identify expansion opportunities and ensure strong technical health underpins every renewal opportunity.

• Customer Advocacy — Bring field insights back to our teams — feature requests, friction points, and what's actually happening in customer environments — so we keep building the right things and ensure the customer remains at the centre of everything we do.

• Documentation & Enablement — Build the runbooks, guides, and best-practice materials that make onboarding repeatable and support scalable.

• Cross-Functional Collaboration — Work closely with sales, engineering and product teams to deliver a seamless customer experience.

• Build the Function — As our first TAM, help shape the processes and playbooks that define how Geordie supports customers as we scale.

WHAT WE'RE LOOKING FOR

• You're technical, and you like it. You're comfortable in the details — agents, APIs, integrations, security, governance — and you enjoy figuring out how things really work.

• You own outcomes. You don't wait — you track account health and get ahead of risk before it becomes a churn conversation.

• You're a builder. Early-stage means you create structure where there isn't any and find a way to provide value to customers.

• You're AI-fluent, not just AI-aware. You use tools like Claude Cowork and other agentic AI to run your own workflow — drafting runbooks, triaging tickets, prepping QBRs, chasing account health signals — so you spend your time on judgment calls and relationships, not repetitive admin. You look for the next task to hand off to an agent before you look for the next hire.

• You earn trust at every level. You can debug an integration issue with an engineer in the morning and brief a CISO on progress in the afternoon, without losing credibility in either room.

• You listen before you troubleshoot. You ask sharp questions to understand what's actually going on before you propose a fix, then deliver.

• You communicate clearly and often. Customers always know where things stand.

• You're focused on success. Not just at renewal time — all the time. You care whether customers succeed, and it shows in how you show up.

• You embrace new ways of working. You actively use AI tools — especially agents — to work smarter, move faster, and do more. You thrive in ambiguity.

REQUIREMENTS

• 3–5 years' experience in a Technical Account Manager, Solutions Engineer, Sales Engineer, or Customer Success Engineer role at a SaaS or cybersecurity company.

• Passion and interest in agents, how organisations are utilising them, their security and risk, and their governance.

• Solid technical fluency — comfortable with agent architectures, agent security, agent tooling, APIs, saas/cloud integrations, and cloud environments.

• Proven track record of owning post-sale relationships with enterprise customers, including onboarding, adoption, and renewal.

• Experience diagnosing and resolving technical issues, including coordinating with engineering teams on fixes.

• Exceptional written and verbal communication skills, with the ability to work confidently with both technical practitioners and executive stakeholders.

• Strong discovery and problem-solving skills — able to get to the root of a customer issue quickly.

• Comfortable delivering polished, tailored product walkthroughs and training sessions independently.

• Highly organized, with rigorous attention to detail across documentation, account health tracking, and follow-through.

• Collaborative team player who thrives in a fast-paced, ambiguous startup environment.

• Based in the United States, with the flexibility to travel to customer sites as needed.

NICE TO HAVES

• Experience supporting security, AI/ML, or agentic tooling customers.

• Active experience creating, deploying and managing agents.

• Prior experience at a high-growth Series A–B SaaS company.

• Light scripting or coding ability (e.g. Python) and comfort working with API tools such as Postman.

• Relevant cloud or security certifications (AWS, Azure, or equivalent).

WHY THIS ROLE

AI agents are changing how enterprises operate — and the question of how to govern them safely is becoming mission-critical. Geordie is the platform companies are turning to for that answer. As one of our first Technical Account Managers, you won't just be running a playbook — you'll be writing it. You'll have real influence over how we onboard, support, and grow our customers, and a direct line to Product on what to build next. If you want to go deep on a hard technical problem and build something that matters, this is it.

OUR VALUES

Solve What Matters

We listen intently and stay focused on what truly matters to our customers. If it doesn't help them navigate real-world agentic adoption and risk, it's probably not worth building.

Build, Learn, Iterate

We favor momentum over perfection — testing, learning, and evolving through action. It's how we move fast and get better, together.

Kind, Not Comfortable

We're honest, respectful, and unafraid to challenge each other. We believe doing great work should feel good, too. Kindness makes that possible.

A Platform for Your Best Work

We want this to be the most meaningful chapter of your career. Geordie is the place where you grow, lead and lift others, while building something that truly matters.