About Zapier

We're humans who simply think computers should do more work.

At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.

Job Posted: 04/29/2025

Location: North America (PST working hours required)

Hi there!

Zapier’s on a mission to make everyone more productive at work. We help people automate the boring and repetitive parts of their day so they can focus on meaningful work. We’re looking for a Sr. Technical Account Manager to join our growing Enterprise team. In this role, you’ll work directly with our most strategic customers, helping them design scalable workflows, troubleshoot technical issues, and build long-term automation strategies that drive business success.

Our Commitment to Applicants

About You

You’re deeply experienced in technical customer support for upmarket or Enterprise customers. You’ve spent 7+ years working in API support, SaaS environments, or consulting roles where solving complex technical challenges was the norm.
You have strong technical acumen. You can confidently read logs, debug highly technical workflows, and interpret error messages. You’re comfortable navigating the backend of systems and can troubleshoot issues that go far beyond surface-level symptoms.
You understand how webhooks, APIs, and authentication schemes work. You can explain these concepts to both technical and non-technical stakeholders and aren’t afraid to dive into a payload or script to figure out what’s wrong.
You’re familiar with common programming languages and coding concepts. You may not be a developer, but you can confidently read, understand, and debug basic code. Bonus points if you’ve got working knowledge working with JavaScript or Python, especially in automation or data transformation use cases.
You’ve worked closely with Enterprise customers and understand how their needs differ from self-serve or SMB segments. You tailor your approach to stakeholders with varied technical backgrounds and build trust by providing reliable and scalable solutions.
You’re an excellent written and verbal communicator. Whether it’s live on a Zoom call or documenting your findings, you convey complex information in clear and useful ways.
You love collaborating. From Sales and Success to Product and Engineering, you know how to partner cross-functionally to resolve issues and advocate for customer needs.
You’re passionate about automation. You stay up-to-date on industry trends and get excited about helping customers unlock value with Zapier.

Things You’ll Do

Technical Support and Troubleshooting:

Provide 1:1 priority support for Enterprise customers, resolving business-critical issues promptly and effectively.
Offer comprehensive technical guidance and troubleshooting assistance through multiple channels such as scheduled Zoom calls, email, and support tickets.
Develop and present action plans and use case visualizations to assist customers in designing efficient workflows using Zapier.

Customer Relationship Management:

Build and maintain strong relationships with assigned customers and multiple stakeholders, acting as their dedicated support representative and internal advocate.
Schedule regular Zoom calls for customer check-ins, providing ongoing guidance, workflow reviews, and brainstorming expansion opportunities.
Manage a portfolio of assigned customers, ensuring proactive personalized attention, timely assistance, and strategic guidance.

Cross-functional Collaboration

Foster strong relationships with Sales, Success, Product, Marketing, and Engineering teams to ensure seamless customer support and integrate feedback into organizational processes.
Coordinate across teams to rapidly address complex issues and manage escalations.
Serve as a liaison between assigned customers and internal teams to maintain clear communication and deliver a top-notch customer experience.
Partner closely with the Customer Success team to support development and implement customized success strategies for each customer.

Customer Strategy:

Implement processes for monitoring and analyzing customer health metrics, usage patterns, and engagement levels.
Provide regular health reports to customers and internal teams to proactively address potential issues.
Encourage proactive use of Zapier by guiding customers on best practices and advanced features to enhance productivity.

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.

Zapier prioritizes the security of our customers' information and is dedicated to adhering to all applicable data privacy laws. You can review our privacy policy here.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

Application Deadline:

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.

Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.

Sr. Technical Account Manager, Enterprise (Pacific Time)