oscilar - TAM Director

Remote - Latin America *+ Equity1w ago

Requirements

• 10+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, or related technical customer-facing roles within enterprise SaaS, fintech, or AI-driven platforms. • 5+ years of leadership experience, with a demonstrated ability to hire, coach, develop, and scale high-performing technical customer-facing teams. • Proven experience leading enterprise customer portfolios with accountability for GRR, NRR, customer adoption, retention, and expansion. • A track record of building teams that operate with independent account ownership, commercial accountability, and strong technical judgment. • Deep understanding of enterprise customer success, including executive business reviews, customer health frameworks, renewal strategy, account planning, and expansion motions. • Strong technical foundation across REST APIs, SQL, Python, data integrations, and cloud infrastructure(AWS, GCP, or Azure). • Ability to guide teams through complex customer implementations, troubleshoot technical escalations, and collaborate effectively with Solutions Architects, Product, and Engineering. • Familiarity with AI/ML platforms, agentic AI, or LLM-powered enterprise workflows, including their deployment, evaluation, and operational considerations. • Practical experience leveraging LLMs and AI tools to improve productivity, accelerate analysis, automate workflows, or solve complex business problems. • Strong commercial instincts and the ability to connect technical adoption and customer value realization with retention and revenue expansion. • Exceptional executive communication skills, with the ability to influence C-suite stakeholders and translate complex technical concepts into clear business outcomes. • Data-driven approach to leadership, with experience defining KPIs, tracking leading indicators, and using performance insights to guide decisions. • Proven ability to influence cross-functional stakeholders and translate customer insights into meaningful product, engineering, and business outcomes. • Domain expertise in fraud prevention, credit risk, identity, AML/KYC/KYB, compliance, or financial-services risk decisioning. • Experience at a fintech, financial institution, fraud or risk management platform, or enterprise AI company. • Experience deploying, supporting, or advising on agentic AI systems, AI agents, or LLM-powered enterprise workflows. • Familiarity with rules engines, ML-driven decisioning, case management, alert management, and risk operations. • Experience with customer success platforms such as Salesforce, Gainsight, Totango, or similar tools. • Experience building or scaling a Technical Account Management function in a high-growth startup or scale-up environment. • WHAT SUCCESS LOOKS LIKE • Build a high-performing TAM organization where every team member demonstrates independent portfolio ownership, technical credibility, and commercial accountability. • Drive measurable improvements in customer retention, net revenue retention, product adoption, and time-to-value. • Establish strong executive relationships and proactive engagement strategies across Oscilar's most strategic customer accounts. • Accelerate customer adoption of AI-powered decisioning and agentic AI capabilities, translating technical innovation into measurable business value. • Create a structured feedback loop between customers, Product, and Engineering that meaningfully influences platform capabilities and roadmap priorities. • Establish scalable customer success frameworks that support Oscilar's growth while preserving the speed, ownership, and customer intimacy of a high-performing startup.

Responsibilities

• Lead, hire, and develop a high-performing Technical Account Management team, fostering a culture of extreme ownership, technical excellence, and customer accountability. • Empower TAMs to operate as GMs of their portfolios, independently owning customer engagement from onboarding and implementation through adoption, renewal, and expansion. • Own team-level performance against Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer satisfaction, product adoption, and time-to-value objectives. • Establish clear standards for account success planning, executive engagement, customer health management, and proactive identification of retention and expansion opportunities. • Serve as the senior escalation point for strategic accounts, complex technical challenges, critical incidents, and high-stakes customer engagements. • Build trusted relationships with executive stakeholders, leading strategic business reviews and ensuring customers realize measurable value from Oscilar's platform. • Partner closely with Account Executives, Sales Engineers, Solutions Architects, and Customer Success leadership on renewal strategies, commercial expansion, and complex implementations. • Provide technical leadership across the TAM organization, ensuring the team can confidently navigate API integrations, SQL, Python, cloud infrastructure, and enterprise data workflows while engaging specialized engineering resources when appropriate. • Champion agentic AI adoption, developing the team's ability to guide customers through AI-driven automation strategies, workflow design, deployment, and ongoing optimization. • Build team fluency in AI agent evaluation, human-in-the-loop workflows, performance monitoring, and production governance across fraud, credit, and compliance use cases. • Leverage AI tools such as Claude, Cursor, GPT, or similar technologies to accelerate analysis, improve team productivity, and develop scalable customer enablement resources. • Act as the voice of the customer in Product and Engineering discussions, translating deployment insights, recurring challenges, and emerging customer needs into actionable roadmap recommendations. • Partner with Product and Engineering on beta programs, early-access initiatives, and reusable implementation frameworks that improve customer outcomes. • Build scalable operating processes, customer health frameworks, performance dashboards, and team development programs that enable consistent execution without sacrificing autonomy. • Communicate portfolio performance, renewal risk, expansion opportunities, and strategic customer insights to senior leadership.

Benefits

• Mission-driven teams: Work alongside industry veterans from Meta, Uber, Citi, and Confluent, all united by a shared goal to make the digital world safer. • Ownership and impact: We believe in extreme ownership. You'll be empowered to take responsibility, move fast, and make decisions that drive our mission forward. • Innovate at the cutting edge: Your work will shape how modern finance detects fraud and manages risk. • Compensation: Competitive salary and equity packages, including a 401(k) plan. • Flexibility: Remote-first culture. • Health: 100% employer-covered comprehensive health, dental, and vision insurance with a top-tier plan for you and your dependents (US). • Balance: Unlimited PTO policy. • Culture: Family-friendly environment with regular team events and offsites. • Development: Unparalleled learning and professional development opportunities. • Impact: Making the internet safer by protecting online transactions.