Senior Technical Account Manager

You will be the technical owner of our enterprise customer relationships, from first API call to production at scale. This is a highly technical, customer-facing role responsible for the successful onboarding, implementation, integration, and long-term adoption of our AI-powered body scanning platform: an AWS-hosted, API-first computer vision pipeline consumed through REST APIs and native iOS and Android SDKs.

You are joining at the moment our technology goes into production with some of the biggest names in tech and retail. You will own the playbook: the SLA reporting, the health monitoring, the implementation process, and the standard for what technical customer success looks like at 3DLOOK.

This is not a hand-off-at-launch role. You remain the customer’s technical owner well beyond go-live, driving sustained platform performance, reliability, and adoption. You will work closely with Product, Engineering, and Customer Success, and report directly to our co-founder and Chief Commercial Officer.

• Implementation and Launch
  • Own customer implementations end-to-end, from kickoff through production launch, across REST API and native iOS and Android SDK integrations.
  • Act as the primary technical contact throughout the customer lifecycle, from first API call to production at scale.
  • Support customers through API and SDK integration, testing, and production launch, executing against the solution design set during onboarding.
  • Drive customer technical training and knowledge transfer during onboarding.

  Production Success and Reliability

  • Own SLA adherence, service performance reporting, and incident coordination through resolution.
  • Monitor customer health, platform adoption, scan success rates, and technical performance, resolving risks before customers feel them.
  • Diagnose complex production issues, including scan quality across thousands of device, camera, and lighting combinations; reproduce bugs and document findings for Engineering.
  • Drive sustained technical performance and deepening adoption as customers scale well beyond initial go-live.

  Product and Process

  • Coordinate the technical side of customer projects across Product, Engineering, and Customer Success.
  • Channel structured customer feedback and feature requests into the product roadmap, and flag opportunities to expand accounts into new use cases.
  • Build and maintain technical documentation, implementation guides, and FAQs.
  • Represent the technical relationship in customer meetings, technical workshops, and executive reviews.

• 5+ years of Customer Success Engineering, Sales/Solutions Engineering, or Technical Account Management for enterprise SaaS/B2B.
• Experience supporting enterprise SaaS and B2B customers.
• Experience in troubleshooting API and SDK integrations and other complex technical issues in production environments.
• Ability to read and translate technical documentation and communicate effectively between customers and software engineers.
• Experience with SLA management and incident coordination in a production support environment.
• Excellent problem-solving and analytical skills.
• Strong project management and organizational skills.
• Outstanding written and verbal communication with both technical and business audiences.
• Track record of managing technical relationships with enterprise customers, including executive stakeholders.
• Proven ability to run multiple customer implementations in parallel from kickoff through launch.

• Experience working with AI, computer vision, machine learning, or image-processing products.
• Experience with mobile SDK integrations (iOS/Android).
• Familiarity with cloud-hosted SaaS environments (e.g., AWS).
• Experience using Jira, Confluence, GitHub, or similar technical tools.

• In your first 90 days: you own your first enterprise implementation end to end, establish SLA reporting and health monitoring for our production accounts, and become the trusted technical contact for our largest customers.
• By six months: our enterprise accounts run reliably at scale on SLAs you manage and a playbook you own, with issues prevented proactively rather than fixed reactively.
• By twelve months: you have raised the standard for technical customer success at 3DLOOK, customer feedback you structured is shaping the product roadmap, and platform adoption is deepening across every account you own.