Wowza is seeking a Director of Technical Account Management to lead a bold transformation from traditional account management to a high-touch, deeply technical customer engagement model. This role demands more than leadership; it requires unrelenting customer obsession and technical fluency to engage the most demanding and innovative organizations in the world.
You'll own the success of every customer relationship, combining strategic retention planning with roll-up-your-sleeves technical guidance. The ideal candidate is energized by solving complex problems, thrives in executive conversations as well as architecture reviews, and builds high-performing teams that customers trust instinctively. If you believe the best customer relationships are built through credibility, consistency, and real technical value, this is your opportunity to lead from the front.
Our ideal candidate is located within commuting distance to our Lakewood, CO office, but remote candidates within the US will be considered.
Key Responsibilities:
Retention & Customer Advocacy
Total Compensation (OTE): $180,000- $205,000
You'll own the success of every customer relationship, combining strategic retention planning with roll-up-your-sleeves technical guidance. The ideal candidate is energized by solving complex problems, thrives in executive conversations as well as architecture reviews, and builds high-performing teams that customers trust instinctively. If you believe the best customer relationships are built through credibility, consistency, and real technical value, this is your opportunity to lead from the front.
Our ideal candidate is located within commuting distance to our Lakewood, CO office, but remote candidates within the US will be considered.
Key Responsibilities:
Retention & Customer Advocacy
- Own and forecast Gross Dollar Retention (GDR), churn, and expansion risk
- Design and implement churn prevention strategies based on customer health, usage patterns, and risk signals
- Personally engage at-risk and strategic customers, drive recovery plans and reinforce value
- Build, lead, and scale a high-performing global team, including:
- U.S.based experts for high-touch engagement
- A global team of TAMs for mid/low-touch scaled success
- Define team KPIs, workflows, and engagement playbooks by customer segment
- Instill a culture of ownership, technical credibility, and continuous learning
- Serve as a thought partner to customers on streaming architecture, product best practices, and roadmap alignment
- Write and distribute value-add technical content such as:
- Health checks, solution guides, usage insights
- Executive briefs, architecture diagrams, and lifecycle plans
- Translate customer needs into scalable motions and internal product feedback
- Partner closely with Product, Engineering, Support, Sales, and Professional Services to deliver cohesive outcomes
- Operationalize success motions across key customer segments:
- Deep integration + architecture support
- Workflow and lifecycle guidance
- Scaled, digital success delivery
- 10+ years in Customer Success, TAM leadership, or Post-Sales technical roles in a SaaS, infrastructure, or streaming media company
- Hands-on technical fluency in video streaming workflows, cloud infrastructure, and integration design
- Strong writing and communication skills with a portfolio of customer-facing technical content
- Proven ability to lead global teams, retain high-value customers, and scale customer engagement models
- Comfortable in high-stakes customer situations, including executive-level escalation and save strategies
- Passionate about driving customer value and personally obsessed with customer retention
- Retention is predictable and trending upward
- Technical Success becomes a strategic differentiator
- Customers feel guided, informed, and supported not sold to
- Every team member understands their role in customer value delivery
Total Compensation (OTE): $180,000- $205,000
- Bonus Eligible
- Medical, Dental, and Vision insurance available 1st day of employment
- Generous Paid Time Off
- 401(k) with strong company match
- Dependent Care Flexible Spending Account
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Parental Leave
- Short-Term and Long-Term Disability
- Training & Development
- Employee Assistance Program (EAP)