Senior Technical Account Manager

Molten Cloud is revolutionizing how the media industry manages its most critical operations. Our cloud platform empowers studios, broadcasters, distributors, streamers, and other media businesses to modernize outdated systems for rights, royalties, and content operations. With a modular approach and a global multi-cloud infrastructure, Molten Cloud enables customers to scale faster, operate more efficiently, and unlock new revenue streams, while paying only for the tools they need.

We partner with some of the world’s leading media companies, including Mubi, Radial Entertainment, Angel Studios, Black Bear Pictures, Highland Films, Electric Entertainment, and many others across six continents. Founded at MIT, Molten Cloud is committed to breaking the barriers that hold digital creativity and media experiences back today. We are a diverse team of hackers, hustlers, and hipsters, and are backed by top-tier venture funds and investors, including Jack Dorsey, Ashton Kutcher, and Michael Ovitz.

As the Senior Technical Account Manager, you are the trusted technical advisor, face of Molten and advocate for Molten customers, ensuring successful adoption, value realization, and long-term retention while championing customer needs with internal teams. You fight tooth and nail for the customer.

Note that this role will be willing to work on ET (Boston / NYC) hours. Able to work in the US Eastern Time Zone is Essential, since we have clients in Europe who can only meet in the morning work hours of ET.

In this position, your key areas of responsibility are:

1. Primary liaison: Act as the primary technical liaison for assigned accounts, ensuring smooth onboarding, adoption, and ongoing usage.
2. VOC: Partner with product and sales to escalate issues, influence roadmap priorities, and represent the customer’s voice.
3. Customer success: Drive customer success through proactive guidance, technical best practices, and solution design.

In this position, your key areas of authority are:

1. Recommend and guide implementation decisions (architecture, integrations, configurations).
2. Own and drive issue escalations with internal teams on behalf of customers.
3. Influence product direction by highlighting critical customer feedback and usage patterns.

In this position, your key areas of accountability are:

1. Customer Satisfaction + Advocacy: Measured by NPS, referenceability, and relationship health.
2. Adoption + Value Realization: Customers achieve measurable business outcomes using the product.
3. Customer Retention + Expansion: Renewal rates, expansion opportunities, and churn prevention.

Qualifications

1. Experience: 3+ years in customer-facing technical roles (e.g., Technical Account Manager, Solutions Architect, Customer Success Engineer, or equivalent) within SaaS, cloud, or enterprise software. Must have been a technical role.
2. Domain Knowledge: Background in media, entertainment, or digital content operations (rights, royalties, distribution, or content management) strongly preferred.
3. Customer Success Orientation: Track record of driving adoption, retention, and measurable business value for enterprise customers.
4. Communication Skills: Excellent written and verbal communication, capable of translating complex technical concepts into business value for executives and stakeholders.
5. Collaboration: Proven ability to partner across sales, product, and engineering teams to advocate for customers and influence product direction.
6. Problem-Solving: Hands-on ability to diagnose technical issues, lead escalations, and mobilize resources to achieve resolution.
7. Global Mindset: Comfortable working with customers across time zones and cultures; able to work U.S. Eastern Time Zone hours (essential).
8. Education: Bachelor’s degree in Computer Science, Engineering, or related field—or equivalent experience.

Our Culture: is about being rigorous at work and celebrating our big and small wins as a team. At Molten Cloud, you will have the opportunity to own and lead your own workstreams, learn from exceptional individuals on the team, and help build technology that matters across the world.