Director of Technical Account Management - Remote

Overview

Wowza is seeking a Director of Technical Account Management to lead a bold transformation from traditional account management to a high-touch, deeply technical customer engagement model. This role demands more than leadership; it requires unrelenting customer obsession and technical fluency to engage the most demanding and innovative organizations in the world.

In Short

• Own and forecast Gross Dollar Retention (GDR), churn, and expansion risk.
• Design and implement churn prevention strategies based on customer health, usage patterns, and risk signals.
• Personally engage at-risk and strategic customers, drive recovery plans and reinforce value.
• Build, lead, and scale a high-performing global team.
• Define team KPIs, workflows, and engagement playbooks by customer segment.
• Serve as a thought partner to customers on streaming architecture and product best practices.
• Write and distribute value-add technical content.
• Partner closely with Product, Engineering, Support, Sales, and Professional Services.
• Operationalize success motions across key customer segments.
• Drive customer value and retention.

Requirements

• 10+ years in Customer Success, TAM leadership, or Post-Sales technical roles.
• Hands-on technical fluency in video streaming workflows and cloud infrastructure.
• Strong writing and communication skills.
• Proven ability to lead global teams and retain high-value customers.
• Comfortable in high-stakes customer situations.
• Passionate about driving customer value and retention.

Benefits

• Opportunity to lead from the front in a transformative role.
• Engagement with innovative organizations.
• Build and lead a high-performing team.
• Make a strategic impact on customer retention.
• Work in a collaborative environment with cross-functional teams.