Principal Technical Account Manager

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

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