Technical Account Manager

👋 A little about us

We’re building the best platform for authoring, publishing, and maintaining world-class docs. Close to 40,000 sign-ups per month, over 100k Monthly Active Users, used by 2M+ people and thousands of teams like Zoom, FedEx, Nvidia, Snyk, and Google. We’re profitable, backed by P9 Capital, Notion Capital, and Fly VC, and our amazing team is spread across 15 countries in North America, Europe, and Asia.

The role

We're looking for our first Technical Account Manager to help fuel our enterprise growth.

As our enterprise customer portfolio continues to grow, we need someone to own the success and growth in this strategic segment. This is the first role of its kind at GitBook, so we need someone who is comfortable building expansion playbooks from scratch and delivering on our NRR targets. You will be the primary point of contact for all new and existing enterprise customers.

What you will be doing:

• Post-sale customer onboarding. Partnering with our AEs and Solutions Eng, you'll be the primary person responsible for ensuring new accounts can implement GitBook seamlessly.

• Ongoing customer cadence, adoption, and planning. You will implement a system to effectively manage our growing customer base, using revenue, product health, and whitespace as inputs.

• Identifying and teeing up expansion opportunities. Through your relationships with champions, you will identify new opportunities for product adoption within existing accounts.

• Renewals and true-ups. You will own enterprise renewals, and mid-term expansions, you are ultimately responsible for enterprise NRR.

• Product commitments based on customer requests. You'll be responsible for communicating product asks (and managing expectations around them), and keeping customers up to date about progress and releases.

What we're looking for

• 3+ years of experience in post-sale account management or customer success (onboarding, adoption, expansion, renewals).

• Proven track record of NRR achievement.

• Strong product mindset and ability to ramp quickly on a developer-facing product.

• Able to translate product usage into commercial conversations.

• Founding account manager experience in early stage is highly valuable.

The hiring process

• Discovery Call (30 min) with our People Team to get to know you and your goals.

• Hiring Manager interview (60 min) with Dave, our Head of Sales, to dive deeper into your experience and skills.

• Case Study (60 min) with Dave and Sara (CEO). Walk us through your process and craft.

• Peer Interview (30 min) with our Account Executives for healthy team alignment to answer your final questions.

• Final Round: Amsterdam Visit The last step of the process includes a company-covered trip to Amsterdam to meet the team in person.

*This process is not set in stone.

👥 Join GitBook at a pivotal time as we evolve our product and team. This is a chance to shape our product, craft, and culture.