Technical Account Manager

Job Description

Job Description

WHO WE ARE

Yoodli is the AI roleplay simulator redefining how individuals and teams master communication. Think of it as the batting cage before the big game - but for communication. Whether it's a sales pitch, manager feedback session, or media interview, Yoodli provides private, judgment-free, just-in-time coaching. Leaders at companies like Google, Databricks, Snowflake, RingCentral, Toastmasters, and Dale Carnegie use Yoodli to ramp reps faster, improve message delivery, and reduce coaching burden on frontline managers. The result is stronger performance, greater team readiness, and a more scalable path to impact.

We're building a new category called Experiential Learning: an AI-powered category that helps people learn through conversational roleplays. People don't learn from slides - they learn through dialogue, questions, and iteration. Yoodli makes that process interactive, personalized, and always up to date. It's learning that feels fun, builds confidence, and finally lets organizations measure the ROI of training.

We've raised $40M in Series B funding, are doubling our team in 2026, and are headquartered at the beautiful Pier 70 in Seattle.

• TED Talk with our "Why"
• Explainer on experiential learning

WHAT WE'RE LOOKING FOR

As a Technical Account Manager at Yoodli, you're the bridge between our customers and our product. You'll be the technical point of contact when customers run into issues, and a trusted technical advisor who helps accounts get real value from Yoodli over the long term.

You own the technical relationship post-launch: break/fix, integration health, escalation triage, and proactive monitoring. Customer Success owns the commercial relationship, renewals, and business value narrative; you're the technical counterpart they lean on for credibility and depth.

If you're energized by solving hard technical problems and building relationships, and if the idea of becoming an expert in AI-powered communication coaching genuinely excites you, then this role is for you.

 

THE TEAM

The Yoodli Support team consists of support professionals with a strong desire to learn and help customers. They are also the epitome of our core values: Humility, Bias for Action, and Winning Together. As a member of the support team, you'll be looked to as a model of those values and a resource for others to lean on.

RESPONSIBILITIES

Technical Support & Escalations

• Serve as the technical escalation point for enterprise customers, owning issues from triage through resolution
• Investigate product bugs, reproduce issues, and write clear, well-documented escalations for the engineering team
• Respond to inbound technical inquiries with accuracy, empathy, and speed. You set the bar for technical quality across the support queue
• Own response and resolution against defined SLA commitments for your accounts, including accelerated response targets for critical issues
• Maintain visibility into open issues across your accounts, proactively communicate status and resolution timelines to customers, and monitor for integration alerts and usage anomalies before they become tickets

Technical Relationship Management

• Build and maintain trusted technical relationships with administrators, IT leads, and technical stakeholders at your accounts
• Lead technical onboarding for new enterprise customers covering SSO configuration, LMS/CRM integrations, admin setup, and custom roleplay scenario deployment
• Conduct technical health reviews to surface adoption blockers, underutilized features, and integration opportunities
• Partner with Customer Success Managers, Professional Services, and Solution Engineers on renewal and expansion conversations, integrations, providing technical context and credibility

Product Expertise & Feedback

• Become a deep product expert in Yoodli's platform on how our AI coaching engine works, how roleplay scenarios are structured, how data flows through the system
• Partner with Customer Success Managers, Professional Services, and Solution Engineers on renewal and expansion conversations, integrations, providing technical context and credibility
• Translate customer technical requirements into clear product feedback for engineering and product teams
• Document solutions, workarounds, and integration guides that reduce ticket volume and support self-service

REQUIREMENTS

• 2-4 years of experience in a technical account management, technical customer success, or senior technical support role at a SaaS company
• Comfortable owning a small, high-touch book of business (typically 1-4 strategic enterprise accounts, sometimes a single dedicated account) rather than a shared support queue, and able to provide occasional after-hours coverage for critical incidents
• Solid technical foundation: comfortable with SSO/SAML, REST APIs, webhooks, and a thorough understanding of reading console logs, HAR files, and network traces to diagnose issues
• Experience working directly with enterprise SaaS customers
• Clear, confident communicator you can explain a complex technical issue to a non-technical executive and then turn around and write a precise bug report for an engineer
• Strong written communication skills. Your tickets, escalations, and customer updates are models of clarity and attention to detail
• Organized, proactive, and follows though. You will track open issues across accounts and never let things fall through the cracks
• Experience with tools like HubSpot, Jira, Salesforce, or similar support/CRM platforms
• Genuine curiosity and excitement about AI and communication technology. You'll become one of the world's foremost experts in AI Roleplay coaching

BONUS

• Experience with LMS platforms (Docebo, Seismic Learning, formerly Lessonly, etc.)
• Familiarity with sales enablement or learning & development software
• Experience supporting a platform with a complex integration surface 
• Experience working within a multi-stakeholder enterprise account team (i.e., alongside dedicated roles for adoption strategy, solutions architecture, and commercials/licensing)

WHY YOU SHOULD WORK AT YOODLI

• You will become part of an amazing culture with a supportive CEO and Co-Founder, as well as very smart teammates who truly care
• You will collaborate with and help shape an amazing team, with real input into how the support function grows
• You will experience joining a high-growth, high-trajectory organization
• Competitive compensation: Significant equity opportunities at a venture-backed company
• Base compensation: $110k - 125k