Technical Account Manager I

Job Description

About Recurly: Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024. Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives. Recurly is dedicated to helping subscription businesses succeed by providing an extremely flexible and developer friendly SaaS billing application. Our more sophisticated customers typically interact with the API and will need guidance on overall architecture and best practices for specific business requirements. We're looking for a Technical Account Manager to provide strategic technical expertise to support our customers throughout their journey—from onboarding to long-term success. As a Technical Account Manager, you will serve as a trusted advisor for our clients, helping ensure they receive value from our solutions, while providing first-tier technical guidance and coordination.

Responsibilities

• Build and maintain strong relationships with a portfolio of small to mid-sized customers.
• Serve as the primary technical point of contact for assigned accounts.
• Assist with onboarding and implementation of products or services.
• Collaborate with internal teams (Support, Engineering, Product) to resolve client issues and escalate when needed.
• Monitor customer usage and proactively address potential issues or opportunities.
• Provide product training and best practices to customers.
• Prepare and deliver regular status updates or performance reports.
• Document customer interactions, feedback, and technical issues in CRM/ticketing systems.
• Stay current on product updates and industry trends to provide informed advice.

Requirements

• 1+ years of experience in a customer-facing technical role (e.g. technical support, account management, solutions engineering).
• Strong communication and interpersonal skills with a customer-first mindset.
• Basic understanding of SaaS platforms, APIs, and cloud technologies.
• Ability to troubleshoot basic technical issues and explain solutions to non-technical users.
• Comfortable using CRM and support tools (e.g., Salesforce, Zendesk, Jira).
• Strong organizational skills and ability to manage multiple priorities.

Bonus Skills

• Experience working with REST APIs or scripting (e.g. Python, Bash).
• Familiarity with monitoring/logging tools (e.g. Datadog, Splunk, New Relic).
• Previous experience in a startup or fast-paced tech environment.
• Knowledge of ITIL practices or technical certifications (e.g., AWS Certified Cloud Practitioner).

Benefits: As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance. Other perks may include: 401(k) Retirement Plan and company match Company equity Flex Time Off Company Events Training/Development Tuition reimbursement Commuter benefits Volunteer opportunities Monthly internet stipend Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] Apply for this job