Technical Account Manager

CloudShare is a fast-growing AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences. Trusted by hundreds of enterprise organizations, CloudShare enables customers to deliver demos, training, POCs, onboarding, and certifications through secure, scalable virtual environments.

As a Technical Account Manager at CloudShare, you will be responsible for driving customer performance, retention, and growth. You will lead customers through effective onboarding, foster product engagement, and ensure ongoing account optimization and expansion.

This role requires a proven ability to guide SaaS customers toward success, combining technical problem-solving skills with a passion for building strong, trusted relationships. You will set clear expectations, respond proactively to customer needs, and collaborate cross-functionally to maximize the value and impact of CloudShare's platform for enterprise clients.

Responsibilities:

• Develop, grow, and manage strategic customer accounts.
• Identify and solve product adoption issues for customers.
• Meeting and exceeding customer retention and growth goals.
• Oversee the expansion strategy for each of your customers and drive growth.
• Create customer playbooks together with Senior Leadership and the CS teams
• Capture customer feedback and communicate to internal teams.
• Provide expertise and training to customers.
• Improve internal processes to drive team efficiency and improve customer experience.
• Track and analyze data pertaining to customer account health.
• Utilize data analytics to identify trends and inform decisions that drive customer retention, adoption of the product, and expansion.

Requirements:

• 5+ years of experience in Customer Success, supporting SaaS enterprise customers.
• Strong technical skills (databases, networking, APIs).
• Experience with Cloud Computing platforms (AWS, Azure, GCP) or Virtual Labs (VMWare) is a plus.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across technical and business teams.
• Proven track record in driving customer adoption, retention, and expansion.
• Strong problem-solving and analytical skills with a customer-centric, data-informed mindset.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Bachelor's degree in Business or equivalent practical experience.