Role

At Variance, we are teaching machines to make the hardest judgment calls at scale. We build AI agents for the high-stakes gray area of risk investigations, fraud, and identity reviews.

We work with Fortune 500 companies, global marketplaces, and regulated financial institutions operating in complex, high-consequence environments. In those settings, long-term success depends not only on product performance, but on strong technical partnership, disciplined execution, and sustained customer trust.

We are seeking a highly skilled, customer-centric Technical Account Manager to join our Customer Success organization. In this role, you will serve as a trusted technical advisor to enterprise customers after deployment, helping them operationalize Variance effectively, deepen adoption across teams, and realize durable value over time. You will partner closely with customer stakeholders and internal product and engineering teams to resolve complex issues, guide technical best practices, and shape the long-term success of each account.

This is an in-person position. Our office is located in San Francisco, CA.

What you’ll be working on

• Serve as the primary post-deployment technical point of contact for enterprise customers

• Develop a deep understanding of each customer’s technical environment, workflows, and operational requirements

• Guide customers on advanced product usage, configuration, and best practices to support long-term adoption and value realization

• Monitor technical account health through usage patterns, deployment signals, and customer feedback, proactively identifying risks and opportunities

• Diagnose, triage, and resolve complex technical issues related to APIs, integrations, data flows, and platform behavior

• Partner closely with Product and Engineering to investigate escalations, communicate impact clearly, and drive timely resolution

• Build and maintain scalable technical resources, including documentation, playbooks, implementation guidance, and troubleshooting materials

• Act as a structured feedback channel between customer teams and Variance’s product organization, surfacing recurring themes, feature requests, and operational insights

• Support strategic customer engagements, including business reviews, adoption planning, and technical expansion discussions

Requirements

• 4+ years of experience in a Technical Account Manager, Solutions Engineer, Technical Customer Success, or similar customer-facing technical role

• 2+ years of experience supporting enterprise customers in a B2B SaaS environment, particularly in complex, multi-stakeholder accounts

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience

• Demonstrated ability to understand complex system architectures and translate technical concepts into clear, actionable guidance for both technical and non-technical stakeholders

• Strong troubleshooting and problem-solving skills, with a track record of managing sophisticated customer-facing technical issues through resolution

• Strong written and verbal communication skills, including the ability to document investigations, summarize technical issues, and produce high-quality customer-facing materials

• Comfort operating in a fast-paced, ambiguous environment with a high degree of ownership and cross-functional collaboration

• Strong alignment with Variance’s mission to build systems that protect people from fraud, scams, and abuse

Strongly preferred

• Experience working with AI/ML products, workflow platforms, or decisioning systems

• Experience supporting customers in fraud, risk, trust and safety, identity, compliance, or financial services

• Strong SQL proficiency and comfort using data to investigate issues and guide customer recommendations

• Experience partnering closely with Product and Engineering on escalations, bug management, and roadmap feedback

• Experience creating repeatable technical enablement materials and customer success playbooks

• Familiarity with the expectations and operating standards of regulated or security-conscious enterprise customers

What success looks like

• Customers adopt Variance deeply and successfully embed it into critical operational workflows

• Technical issues are identified early, communicated clearly, and resolved effectively

• Customers view you as a trusted technical advisor and strategic partner

• Product and Engineering receive structured, high-quality feedback that improves the platform over time

• Account health is actively managed, with risks mitigated early and expansion opportunities surfaced thoughtfully

• Variance strengthens long-term customer trust through exceptional technical partnership and operational rigor

What we offer

• Platinum-level medical, dental, and vision insurance

• Unlimited PTO, sick leave, and parental leave

• Up to $100 per month in reimbursement for personal health and wellness expenses

• Free lunch and dinner

• 401(k) plan