Technical Account Manager

ABOUT BASTION

Bastion builds regulated financial infrastructure for modern businesses. Bastion's full stack product suite covers stablecoin issuance, custodial wallet infrastructure, and global asset conversion rails, with the flexibility to deploy individual capabilities or combine them end-to-end.

Bastion's regulated foundation underpins a compliance-first approach to risk management, ensuring the integrity and security of all financial activity within its systems. Bastion holds the appropriate licenses for its own operations, but can also act as a service provider, offering compliance and financial operations support under our customers’ licenses.

OVERVIEW

We're hiring a Technical Account Manager to own the client experience from first integration through ongoing scale. This role is the bridge between Bastion's product and the companies building on our infrastructure — you're the person who makes sure new clients get live quickly, existing clients stay informed and unblocked, and the product and engineering teams stay focused on building rather than fielding one-off implementation questions.

This role sits within the product team, reporting to Roland Mansilla, Head of Product. You'll work across nearly every function — product, engineering, compliance, and commercial — but your home base is product. You're the technical extension of the product team: SQL-savvy, comfortable with APIs, able to fix confusing documentation directly, and capable of building lightweight automation with Bastion's internal tools. You're not writing production code, but you're technical enough to diagnose integration issues, speak credibly to engineering teams on both sides, and know when to escalate versus solve.

You take ownership of the technical onboarding and lifecycle experience. You'll operate across two lanes: making sure new clients onboard with zero engineering effort per integration, and keeping existing clients informed, updated, and supported through API changes, doc updates, and evolving product capabilities.

While we have a strong preference for the role to be based out of New York City, we are open to remote candidates across the United States.

WORK TO BE DONE

Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job.

We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month. You need to be okay with that.

If you think this is something you can handle, we will be excited to speak with you.

FIRST 30 DAYS: LEARN THE PRODUCT DEEPLY, OWN YOUR FIRST CLIENT ONBOARDING

• Get hands-on with every Bastion product surface — issuance, custody, conversions — through sandbox integration and live documentation review

• Shadow 2-3 active client onboardings to understand the current handoff points between product, engineering, compliance, and the client's team

• Own your first non-enterprise client onboarding end-to-end: KYB process, sandbox setup, technical walkthrough, and the path to first live transaction

• Audit existing technical documentation and client-facing materials — identify the gaps and confusing spots that generate support tickets, and begin improving them

• Map the current-state ownership of every client touchpoint (who sends the onboarding email, who runs the technical kickoff, who communicates API changes) so you can systematically take ownership

• Outcomes

  • One client onboarded with you as the primary point of contact, without pulling product or engineering into the process

  • A clear, written map of client lifecycle touchpoints with proposed future-state ownership

  • At least two documentation improvements shipped that reduce inbound questions

BY 90 DAYS: OWN THE FULL ONBOARDING PIPELINE AND CLIENT LIFECYCLE COMMUNICATIONS

• Run all non-enterprise client onboardings independently — from initial technical scoping through sandbox, KYB, and go-live — with a repeatable process that requires zero engineering involvement per new client

• Build and own the proactive client communication system: API changes, documentation updates, product releases, and migration guides that go out before clients have to ask

• Partner with the compliance team to streamline the onboarding flow — reduce the number of hops between compliance, customers, and product

• Support pre-sale technical evaluations alongside the commercial team when needed — running technical deep-dives, answering architecture questions, and helping prospective clients understand how Bastion fits into their stack

• Identify patterns in client integration issues and feed them back to product as structured input — not just anecdotes, but data-backed recommendations that improve the product for everyone

• Outcomes

  • Onboarding time for new clients measurably shorter than the current baseline

  • Product and engineering leaders are out of routine client onboarding conversations entirely

  • A proactive communication cadence is running — clients hear about changes from you before they discover them

BY 180 DAYS: SCALE THE CLIENT EXPERIENCE AND SHAPE THE FUNCTION

• Manage a growing portfolio of client relationships across both mid-market and expanding enterprise accounts, with clear processes that scale without proportional headcount

• Build tooling and automation for the parts of onboarding and lifecycle management that are repetitive — templated onboarding flows, automated status updates, self-service resources that reduce your own time-per-client

• Help define the long-term shape of the TAM function — as client volume grows, refine how the function collaborates with the product, support and commercial teams.

• Become the person the product team trusts to represent Bastion's technical capabilities to any client, in any conversation, without needing backup

• Outcomes

  • A scalable onboarding and lifecycle system that can handle 100+ clients without the same lift as the first 20

  • A functioning client support platform that the team actively uses

  • Clear recommendation on how the solutions function should evolve, grounded in what you've learned from operating it

SOME CHALLENGES YOU MIGHT TACKLE

• Rolling out a breaking API change to dozens of active clients across different integration stages, time zones, and technical sophistication levels — with zero surprise downtime and minimal support volume

• Redesigning the KYB onboarding flow to cut days out of the process by eliminating unnecessary handoffs between compliance, product, and client communications

• Synthesizing client onboarding and activity data into clear insights for the commercial team — helping inform account strategy, surface expansion opportunities, and drive proactive recommendations

• Building a lightweight internal dashboard that gives the commercial team real-time visibility into where every client sits in the onboarding pipeline — without asking engineering to build it

• Translating a highly technical integration requirement from an enterprise client's engineering team into a clear product feature request that the product team can actually prioritize

• Handling a situation where a client's technical team is stuck on an integration issue at 6pm on a Friday, their launch is Monday, and you need to diagnose whether the problem is on Bastion's side or theirs — and resolve it either way

Bastion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and placement. Bastion participates in E-Verify to authorize eligibility of employment in the United States.