Senior Technical Account Manager EMEA\NAM Customer Success NEW

Antavo
About Us
Antavo is a rapidly growing, VC-backed scale-up disrupting the loyalty management market with its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure-play loyalty management platform.

The Team
The Antavo Team is a passionate, dynamic, innovative and fun-loving professional team. From consultative salespeople to savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus: our customers.

Customers are at the heart of everything we do, and we pride ourselves on always taking an innovative, customer-centric approach to creating the right experiences, products, and content for them.

With big dreams and a grand mission, we’re looking for great like-minded people to join us – people who are passionate, fearless and entrepreneurial.

If you’re looking for a dynamic, no corporate-BS environment to learn, grow, and really make an impact, we could be the perfect fit for you!

The Role
We are looking for a Senior Technical Account Manager to act as a trusted technical advisor for Antavo’s strategic customers.

This role is focused on long-term customer success, technical adoption, platform stability, solution optimisation, and proactive risk management. You will work closely with customers after go-live to ensure their Antavo setup remains scalable, reliable, and aligned with their evolving business and technical needs.

You will combine strong technical understanding with excellent customer-facing communication skills. You should be confident discussing integrations, APIs, data flows, configurations, release impacts, platform behaviour, technical risks, and best-practice recommendations with both technical and non-technical stakeholders.

A key part of this role is developing and maintaining a strong command of the Antavo platform. You should be able to understand complex customer setups, advise customers on optimal platform usage, troubleshoot technical topics, and act as a bridge between customers and internal teams.

This role may require occasional customer travel for strategic workshops, technical reviews, Executive Business Reviews, or ad-hoc planning sessions when required.

Candidates should preferably be based in the EU region or a timezone that allows strong overlap with European customers.

HI THERE, I’m Shariq Ahmed

Head of Customer Success here at Antavo

We are a product-driven company. Our team is made up of passionate, smart people who help our customers achieve their goals by providing guidance, support, and strategic partnership throughout their journey with Antavo.

We are looking for a Senior Technical Account Manager to join our friendly and agile team. I’m looking for someone who can combine technical depth, customer empathy, structured problem-solving, and strong ownership to help our customers get the best out of Antavo.

I’m looking forward to working with you!

Your main responsibilities

• Maintain strategic technical relationships with senior customer stakeholders, including Engineering leadership, Architecture teams, Digital leadership, Product leadership, and C-level executives where relevant.
• Act as the executive-level technical advisor for assigned strategic customers, helping customers align their technical roadmap and operational strategy with Antavo capabilities.
• Lead technical alignment discussions related to scalability, architecture evolution, operational maturity, governance, and long-term platform strategy.
• Represent Antavo in high-impact customer discussions involving technical escalations, strategic initiatives, platform evolution, or executive-level technical governance.
• Provide strategic technical guidance and coordination across customer teams and internal Antavo departments, while ensuring ownership and follow-through of critical technical topics
• Act as the primary strategic technical advisor for assigned enterprise and strategic Antavo customers after go-live
• Build and maintain strong relationships with customer technical, business, and executive stakeholders, including Engineering leadership, Product teams, Architects, CRM, Digital, and C-level stakeholders where relevant
• Develop a high level understanding of each customer’s Antavo setup, integrations, data flows, configurations, environments, and business use cases
• Proactively identify technical risks, limitations, dependencies, adoption gaps, and optimisation opportunities
• Guide customers on best practices for platform usage, integrations, configuration, scalability, performance, and operational efficiency
• Translate technical concepts, trade-offs, risks, and recommendations into clear, customer-friendly guidance
• Act as a bridge between customers and internal teams such as Customer Success, Customer Operations, Support, Engineering, Product, Professional Services, and Implementation
• Preserve customer context internally and ensure technical topics are clearly documented, owned, and followed through
• Support customers through platform changes, upgrades, new feature adoption, and release-related questions
• Contribute customer feedback, technical insights, and recurring pain points into Product and Engineering discussions
• Partner with Customer Success Managers to support customer health, retention, value realization, and expansion opportunities
• Participate in Executive Business Reviews, technical reviews, workshops, and ad-hoc success planning sessions when required
• Help customers increase their self-service usage of the Antavo platform and Backoffice
• Create or contribute to internal and customer-facing documentation, playbooks, technical notes, and best-practice materials
• Support internal process improvements, technical account management playbooks, automation, and scalable ways of working
• Use AI tools where relevant to improve productivity, analysis, documentation, reporting, and customer communication
• Continuously deepen product, technical, loyalty, SaaS, and customer domain knowledge

You should have

• Proven experience building and maintaining relationships with senior technical and executive stakeholders, including CTOs, Heads of Engineering, Architects, Digital leaders, and enterprise decision-makers.
• Strong ability to balance technical depth with strategic customer engagement and executive communication.
• Experience acting as a trusted advisor for enterprise customers in complex, multi-stakeholder SaaS environments.
• Ability to lead strategic technical conversations focused on scalability, operational maturity, technical governance, and long-term platform evolution.
• Proven experience in a senior customer-facing technical role within a B2B SaaS environment, such as Technical Account Manager, Technical Customer Success Manager, Solutions Consultant, Customer Success Engineer, or similar
• Strong experience working with technical SaaS products and live customer environments
• Excellent communication and relationship-management skills, with the ability to earn and maintain customer trust
• Ability to explain technical topics clearly to both technical and non-technical audiences
• Strong problem-solving skills with a structured, analytical, and pragmatic mindset
• Experience working with integrations, APIs, data flows, web technologies, technical configurations, and production systems
• Ability to understand complex customer setups and identify risks, dependencies, and improvement opportunities
• Strong ownership and task prioritisation skills across multiple strategic customers
• Experience collaborating with Product, Engineering, Support, Customer Success, and Implementation teams
• Familiarity with issue and project-tracking tools such as Jira
• Understanding of software development processes, release cycles, incident handling, and escalation management
• Calm and confident approach in escalated, ambiguous, or high-impact customer situations
• Comfortable working in a remote, international SaaS environment
• Hands-on experience using AI tools to improve or automate internal processes, workflows, documentation, reporting, analysis, or customer-facing operations.
• Built and showcased at least one practical AI-enabled project, workflow, or automation, with the ability to explain the problem solved, tools used, impact achieved, and lessons learned
• Willingness and ability to travel approximately 30-40% across the EU & NAM region for customer meetings, Executive Business Reviews, workshops, and ad-hoc technical training sessions

Nice to haves

• Experience with loyalty technology, CRM, MarTech, customer engagement platforms, e-commerce, or digital marketing technology
• Experience with loyalty business use cases such as points, tiers, rewards, campaigns, personalization, segmentation, omnichannel engagement, and member lifecycle
• Experience with RESTful APIs, SDKs, JavaScript frameworks, webhooks, authentication methods, and data integrations
• Good understanding of databases, including SQL and NoSQL concepts
• Experience working with e-commerce platforms such as Magento or Shopify
• Familiarity with marketing CRM or automation platforms such as Salesforce, Emarsys, Braze, Bloomreach, or similar
• Experience supporting enterprise or strategic customers
• Experience participating in technical workshops, solution reviews, Executive Business Reviews, or customer architecture discussions
• Experience improving technical account management processes, playbooks . click apply for full job details