Technical Account Manager, Enterprise

About Orb: Orb is redefining what billing software can be, turning one of the most complex parts of running a business into a strategic driver of growth. We're building the revenue design platform that helps teams automate billing, evolve pricing, and grow revenue with confidence. We work with companies like Vercel, Pinecone, Perplexity, and Replit to help them price smarter, bill accurately, and capture more of the revenue they've earned. Backed by $44.1M in funding from top investors like Mayfield, Menlo Ventures, and Greylock, we're a team that moves fast, holds itself to high standards, and is serious about changing how companies grow. For SF Bay Area and NYC residents, we've built a hybrid work culture where we are in office 3 days/week. For remote roles, we ask you to join us in person 1x per quarter. Our values, customer centricity, minutes matter, run with it, and attention to detail are at the core of everything we do. About the role: As a Technical Account Manager for Enterprise, you'll own the most complex, highest-stakes customer relationships at Orb. You'll be the primary technical and strategic point of contact for large enterprise accounts from pre-go-live through deep ongoing adoption — deeply embedded in their success. This is not a relationship management role with a light technical layer. You'll bring serious implementation depth, helping enterprise customers architect their Orb integration and navigate the surrounding ecosystem: ERP systems like NetSuite, CRMs like Salesforce, data pipelines, and internal billing infrastructure. You'll be the person customers call when something is hard, urgent, or unclear — and you'll know how to unblock them. You'll work closely with Implementation Architects, Technical Support Engineers, and Product to turn customer patterns into platform improvements. You think in systems, act with urgency, and hold a high bar for quality. In this role, you will: - Own onboarding and implementation for enterprise customers end-to-end — from kickoff through go-live and into long-term account health - Lead technical discovery to understand each customer's billing architecture, data model, and integration landscape before prescribing an approach - Guide customers through complex integrations connecting Orb with adjacent systems: NetSuite, Salesforce, internal data warehouses, and event pipelines - Design and review API integration patterns, event schemas, aggregation strategies, and idempotency handling alongside customer engineering teams - Serve as the primary escalation point for technical issues during implementation and post-go-live; diagnose root causes and coordinate resolutions with Orb Engineering - Build and maintain account plans that document architecture decisions, integration risks, adoption milestones, and renewal context - Identify and act on expansion signals within your accounts: new product lines, new geographies, incremental usage growth - Represent the voice of enterprise customers internally — translating patterns into product feedback and advocating for platform improvements with Engineering and Product - Contribute to internal documentation: reference architectures, integration playbooks, and implementation guides that accelerate future enterprise onboardings - Partner with Sales on strategic renewals and expansions for your accounts About you: - 10+ years of experience in technical post-sales roles — solutions engineering, implementation consulting, technical account management, or similar — with meaningful tenure in enterprise-facing work - Deep hands-on experience with system integrations: you've personally built or guided integrations between SaaS platforms and enterprise systems (NetSuite, Salesforce, data warehouses, or equivalent) - Technically proficient with APIs, webhooks, event streaming, and SQL; you can read and write code to diagnose integration issues and validate customer implementations - Strong systems thinker: you approach customer problems by map