Principal Technical Account Manager

Who We Are Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions: Is this identity synthetic? Detect AI-generated and manipulated voice and video. Is this identity risky? Identify fraud, suspicious behavior, and other risk signals. Is this identity known? Authenticate identities using voice, device, behavioral, and other signals. Pindrop brings this intelligence together across purpose-built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI-driven interactions. Pindrop protects billions of high-risk interactions for enterprises, including leading financial institutions, insurers, and healthcare organizations. Its technology is informed by more than 8 billion real-world interactions annually and protected by 300+ patents. Recognized by TIME as one of the 10 Most Influential Software Companies of 2026 and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and CapitalG. As a  Principal Technical Account Manager , you will serve as the senior technical advisor and trusted partner for a portfolio of Pindrop’s largest and most strategic customers. This is a Principal-level individual contributor role with broad ownership. You will lead the overall technical customer relationship, connecting architecture, product adoption, technical health, escalations, and long-term strategy to meaningful customer outcomes. You’ll operate with significant autonomy, coordinating across Customer Success, Support, Product, Engineering, and Sales while also helping raise the technical and customer leadership capabilities of the broader TAM and Support organization. What You’ll Do Serve as the senior technical advisor for assigned strategic customers, developing a deep understanding of their environments, architecture, priorities, adoption goals, and risks. Own the end-to-end technical relationship and proactively drive customer initiatives, dependencies, risks, and action plans to successful outcomes. Lead architecture reviews, technical health assessments, roadmap discussions, adoption initiatives, and technical enablement. Lead high-priority customer escalations, including critical P1/P2 incidents, coordinating Product, Engineering, Support, Customer Success, and other stakeholders through resolution. Drive root-cause analysis, postmortems, corrective actions, and long-term solutions that reduce recurring issues. Identify technical risks, stalled dependencies, and adoption opportunities before they become escalations. Translate complex technical situations into clear, concise communication for executives and technical stakeholders. Deliver executive technical briefings and QBRs that connect technical health and product usage to business outcomes. Partner with Sales and Account teams to support retention, renewals, expansion, and long-term value realization. Represent the Voice of the Customer internally and influence Product and Engineering priorities with clear technical and business context. Create reusable technical documentation, playbooks, training, and best practices that scale across customers and internal teams. Mentor and coach Technical Account Managers and Production Support Engineers, helping raise the bar for technical excellence and customer leadership. Maintain strong responsiveness during critical customer situations, including occasional after-hours support when needed. Who You Are You combine deep technical expertise with strong customer leadership and commercial awareness. You’re equally comfortable in an executive conversation, an architecture discussion, or a high-pressure technical escalation. You are proactive, accountable, calm under pressure, and able to influence across teams without direct authority. You communicate complex ideas clearly, follow through on commitments, and look for opportunities to improve not only the customer experience but the broader organization. Your Skill Set Must-Haves 8+ years of experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, Customer Engineering, or a similar enterprise technical customer-facing role. Demonstrated experience owning large, strategic enterprise customer relationships. Deep experience with enterprise integrations, APIs, cloud and/or hybrid environments, and complex technical troubleshooting. Proven ability to lead cross-functional customer initiatives from planning through execution and closure. Experience leading high-priority technical escalations with strong judgment, responsiveness, and communication. Strong executive presence and outstanding written and verbal communication skills. Ability to communicate effectively with both executive stakeholders and technical teams. Proven ability to influence customers and internal stakeholders and drive outcomes without direct authority. Demonstrated ability to identify technical risks and opportunities proactively. Experience creating reusable technical documentation, processes, or enablement content. Demonstrated mentorship or coaching of technical peers. Willingness to provide occasional after-hours support during critical strategic customer situations. Nice-to-Haves Experience with authentication, fraud prevention, contact center technology, CCaaS, telephony, voice technology, or voice biometrics. Experience supporting security-conscious or regulated enterprises such as financial services, healthcare, or government. Familiarity with SaaS product adoption and Voice of Customer programs. AWS, Azure, networking, security, or related technical certifications. Experience in a high-growth technology environment. What