Role
At Variance, we are teaching machines to make the hardest judgment calls at scale. We build AI agents for the high-stakes gray area of risk investigations, fraud, and identity reviews.
We work with Fortune 500 companies, global marketplaces, and regulated financial institutions operating in complex, high-consequence environments. In those settings, long-term success depends not only on product performance, but on strong technical partnership, disciplined execution, and sustained customer trust.
We are seeking a highly skilled, customer-centric Technical Account Manager to join our Customer Success organization. In this role, you will serve as a trusted technical advisor to enterprise customers after deployment, helping them operationalize Variance effectively, deepen adoption across teams, and realize durable value over time. You will partner closely with customer stakeholders and internal product and engineering teams to resolve complex issues, guide technical best practices, and shape the long-term success of each account.
This is an in-person position. Our office is located in San Francisco, CA.
What you’ll be working on
Serve as the primary post-deployment technical point of contact for enterprise customers
Develop a deep understanding of each customer’s technical environment, workflows, and operational requirements
Guide customers on advanced product usage, configuration, and best practices to support long-term adoption and value realization
Monitor technical account health through usage patterns, deployment signals, and customer feedback, proactively identifying risks and opportunities
Diagnose, triage, and resolve complex technical issues related to APIs, integrations, data flows, and platform behavior
Partner closely with Product and Engineering to investigate escalations, communicate impact clearly, and drive timely resolution
Build and maintain scalable technical resources, including documentation, playbooks, implementation guidance, and troubleshooting materials
Act as a structured feedback channel between customer teams and Variance’s product organization, surfacing recurring themes, feature requests, and operational insights
Support strategic customer engagements, including business reviews, adoption planning, and technical expansion discussions
Requirements
4+ years of experience in a Technical Account Manager, Solutions Engineer, Technical Customer Success, or similar customer-facing technical role
2+ years of experience supporting enterprise customers in a B2B SaaS environment, particularly in complex, multi-stakeholder accounts
Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
Demonstrated ability to understand complex system architectures and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders
Strong troubleshooting and problem-solving skills, with a track record of managing sophisticated customer-facing technical issues through resolution
Strong written and verbal communication skills, including the ability to document investigations, summarize technical issues, and produce high-quality customer-facing materials
Comfort operating in a fast-paced, ambiguous environment with a high degree of ownership and cross-functional collaboration
Strong alignment with Variance’s mission to build systems that protect people from fraud, scams, and abuse
Strongly preferred
Experience working with AI/ML products, workflow platforms, or decisioning systems
Experience supporting customers in fraud, risk, trust and safety, identity, compliance, or financial services
Strong SQL proficiency and comfort using data to investigate issues and guide customer recommendations
Experience partnering closely with Product and Engineering on escalations, bug management, and roadmap feedback
Experience creating repeatable technical enablement materials and customer success playbooks
Familiarity with the expectations and operating standards of regulated or security-conscious enterprise customers
What success looks like
Customers adopt Variance deeply and successfully embed it into critical operational workflows
Technical issues are identified early, communicated clearly, and resolved effectively
Customers view you as a trusted technical advisor and strategic partner
Product and Engineering receive structured, high-quality feedback that improves the platform over time
Account health is actively managed, with risks mitigated early and expansion opportunities surfaced thoughtfully
Variance strengthens long-term customer trust through exceptional technical partnership and operational rigor
What we offer
Platinum-level medical, dental, and vision insurance
Unlimited PTO, sick leave, and parental leave
Up to $100 per month in reimbursement for personal health and wellness expenses
Free lunch and dinner
401(k) plan