The Role

As a Principal Technical Account Manager, you are a strategic authority within Outreach's Technical Account Management organization. You own enterprise-level engagements with our most highly strategic customers and drive systemic customer success initiatives that shape how the entire TAM function operates. You act as a strategic advisor to executive customer leadership and to internal stakeholders across Product, Engineering, GTM, and Supportability — influencing long-term customer partnerships, product direction, and organizational priorities.

At this level, you define the engagement models, customer success frameworks, operational standards, and best practices that scale across the TAM organization. You are the voice of the customer at the highest level, translating enterprise-scale patterns into actionable product and operational strategy. You lead transformational programs with broad business impact and operate as a senior advisor in critical customer and business decisions.

This is the most senior individual contributor level in the TAM organization, requiring expert-level proficiency across platform architecture, enterprise operations, customer engagement strategy, and organizational leadership. You are recognized internally and externally as a strategic authority.

About the Team

The Outreach Technical Account Management team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed professionals who drive proactive customer health, strategic engagement, and long-term platform success across our most critical enterprise accounts. The Principal TAM plays a pivotal role in elevating the entire team's standards, frameworks, and capabilities.

Location

This role, while fully remote, must be located in the EST time zone.

Your Daily Adventures Will Include

• Own and lead enterprise-level strategic engagements with Outreach's most highly strategic customers, serving as a strategic advisor to executive leadership on both sides of the relationship

• Define and drive systemic customer success initiatives, transformational programs, and organizational efforts with measurable business impact

• Establish TAM engagement models, customer success frameworks, operational standards, and best practices that scale across the organization

• Serve as the voice of the customer at a strategic level — influencing long-term product direction, roadmap prioritization, and operational strategy through deep customer insight and advocacy

• Lead cross-functional initiatives across Product, Engineering, Supportability, Escalations, and GTM leadership to drive platform evolution and customer outcomes at scale

• Advise senior leadership on customer strategy, operational priorities, and systemic risk reduction — anticipating long-term risks and building preventive solutions

• Champion AI adoption and innovation across the TAM organization; define best practices, governance, and scalable AI-enabled workflows for operational excellence

• Develop scalable frameworks for customer engagement, operational excellence, and risk management that improve the effectiveness of the entire TAM function

• Act as a thought leader and change agent — simplifying ambiguity and creating scalable approaches for others to follow across highly complex, novel, cross-functional challenges

Our Vision of You

• 12+ years in Principal Technical Account Management, Enterprise Program Management, Principal Solutions Consulting, Support Leadership, or related strategic technical roles

• Proven track record managing highly strategic enterprise customers or large-scale programs with significant organizational impact

• Recognized expertise in complex customer environments, integrations, and operational strategy at scale

• Demonstrated influence across Product, Engineering, GTM, and leadership teams — driving alignment on strategic initiatives without formal authority

• Experience building scalable frameworks, processes, strategies, or organizational programs that outlast individual engagements

• Strong strategic thinking, executive presence, and organizational leadership — able to operate as a senior advisor in critical business decisions

• Expert-level proficiency across platform architecture, integrations, enterprise environments, customer engagement strategy, and operational workflows

• Recognized technical authority within the TAM organization and across cross-functional teams

• Ability to influence technical standards, scalability approaches, and TAM engagement models at an organizational level

• Deep proficiency in CRM platforms (Salesforce and Dynamics preferred), SSO, TCP/IP, VOIP systems (Twilio preferred), REST APIs, and Sales engagement platforms

• Advises leadership on systemic customer and technical risks; partners with GTM, Product, and Engineering on long-term platform improvements

• Server Operating Systems or experience as a Network or Systems Admin preferred

• Fully autonomous in setting priorities and strategic direction — defines problems and drives execution across teams and organizations with no oversight required

• Makes strategic decisions impacting customers, operations, and business outcomes; exercises executive-level judgment in high-stakes and ambiguous situations

• Defines risk management approaches across the TAM organization; anticipates systemic risks and drives preventive solutions

• Shapes organizational direction through thought leadership; influences senior leaders across Product, Engineering, Support, and GTM

• Exceptional executive communication skills — translates complex, systemic challenges into clear strategic narratives for internal and external leadership

• Champions advanced AI adoption, automation strategy, and predictive analytics across the TAM function; partners with leadership to identify strategic AI opportunities that improve customer experience and business outcomes

• Acts as a trusted advisor internally and externally on the most complex and critical customer matters