Job description

Extend is the all-in one document AI platform that provides models, APIs, and infra for developers and agents to make every document process programmatic. AI teams at companies like Square, Zillow, Brex, Flatiron Health, Checkr, and Mercury use Extend to parse, extract, and edit their most complex documents. We're looking for a Technical Account Manager at Extend. You will own the technical and commercial health of a book of 40–50 of our mid-market and startup customers. We are looking for a technical seller: someone an engineering team trusts to debug their integration, and who can then turn that trust into renewals, expansions, and saved contractions. Our customers are the most technical AI and engineering teams. When one of them starts asking internally whether they still need Extend or could just use a frontier model, no usage dashboard will tell you. You'll know because you're on their weekly call. We're looking for someone with sharp commercial instincts, the technical fluency to hold their own with developers, and the presence to run a room of customer stakeholders and control the narrative when things aren't going perfectly. WHY YOU SHOULD CONSIDER JOINING - We've grown revenue 6x YoY with our growth continuing to accelerate (8 figures, 200%+ NRR) - We have a product loved by users and being used in mission-critical flows at enterprises (Square, Zillow, Chime) and startups (Brex, Mercury, Checkr), and many more - The market for document processing has expanded 1000x due to LLMs, and all existing solutions are low NPS - We're punching well above our weight, supporting customer and revenue metrics with half the team size of other startups — everyone joining at this stage will have outsized impact - We've raised our Series A, de-risked the business, and our sales team has exceeded quota every quarter, but there's still tremendous upside ahead; now's the perfect time to join - You'll be joining a talent dense team, operating in a high performance culture, in-person in NYC, with high equity ownership - You'll get a front row seat to how a successful startup is built, with plenty of leadership opportunities as we grow quickly ROLE & IMPACT - Account management: Own our customers' post-sales journey from onboarding, to adoption, to renewal + expansion - Account monitoring: track usage trends across your book, both growth and contraction, so you spot expansion and churn signals before the customer raises them - Build the early-warning system: define which events and actions tell us an account is healthy, expanding, or at risk, and turn that into reporting and playbooks we can reuse across the long tail - Frontline technical support: answer customer questions, work through API issues (keys, JSON output, logs) far enough to scope the problem, and escalate cleanly to our support and document engineering teams - Own the relationships: run weekly-to-biweekly check-ins with the technical stakeholders at the ~20 accounts you're actively focused on each quarter, learn their business model and product roadmap, and know what's coming before it lands - Own the number: drive renewals, orchestrate expansions, and de-risk contractions across a book of 40–50 accounts — including commercial conversations to right-size contracts IDEAL CANDIDATE CREDENTIALS - You've owned commercial outcomes: you've managed renewals, negotiated, handled objections, and de-risked a contraction yourself — not supported someone else who did - You're technical enough to build trust with engineers: you can talk fluently about APIs, debugging, and latency, you know how to scope an issue, and you know when to say "let me bring in an engineer" instead of guessing - You can command a room: run a meeting with a customer's engineers and leadership, control the narrative, and move a tense conversation forward - You're resourceful and self-directed: you've built your own onboarding and your own systems at a company where neither existed yet - 4–6 years of experience in customer success, account management, solutions, or technical support at a developer tools, data/analytics, or AI-native software company - Ideally 1-2 years at a growth stage startup BENEFITS Beyond the below, we care deeply about each of our candidates on a personal level. We take the time to understand your needs to craft a package designed for you: - Insurance — 100% health insurance premium coverage - Relocation — for candidates based outside of NYC - Unlimited PTO policy — we trust everyone like owners, take what you need - Daily lunch & snacks covered (plus dinner if you're in the office late) — you'll never go hungry and you help pick the snacks - Unlimited token / tooling access — no handicaps on your productivity - Learning and development investment — we invest heavily in our team and support your growth Extend is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, citizenship status, marital status, pregnancy, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Requirements

Must-haves

We've grown revenue 6x YoY with our growth continuing to accelerate (8 figures, 200%+ NRR)
We have a product loved by users and being used in mission-critical flows at enterprises (Square, Zillow, Chime) and startups (Brex, Mercury, Checkr), and many more
The market for document processing has expanded 1000x due to LLMs, and all existing solutions are low NPS
We're punching well above our weight, supporting customer and revenue metrics with half the team size of other startups — everyone joining at this stage will have outsized impact
We've raised our Series A, de-risked the business, and our sales team has exceeded quota every quarter, but there's still tremendous upside ahead; now's the perfect time to join
You'll be joining a talent dense team, operating in a high performance culture, in-person in NYC, with high equity ownership
You'll get a front row seat to how a successful startup is built, with plenty of leadership opportunities as we grow quickly
Account management: Own our customers' post-sales journey from onboarding, to adoption, to renewal + expansion
Account monitoring: track usage trends across your book, both growth and contraction, so you spot expansion and churn signals before the customer raises them
Build the early-warning system: define which events and actions tell us an account is healthy, expanding, or at risk, and turn that into reporting and playbooks we can reuse across the long tail
Frontline technical support: answer customer questions, work through API issues (keys, JSON output, logs) far enough to scope the problem, and escalate cleanly to our support and document engineering teams
Own the number: drive renewals, orchestrate expansions, and de-risk contractions across a book of 40–50 accounts — including commercial conversations to right-size contracts
You've owned commercial outcomes: you've managed renewals, negotiated, handled objections, and de-risked a contraction yourself — not supported someone else who did
You're technical enough to build trust with engineers: you can talk fluently about APIs, debugging, and latency, you know how to scope an issue, and you know when to say "let me bring in an engineer" instead of guessing
You can command a room: run a meeting with a customer's engineers and leadership, control the narrative, and move a tense conversation forward
You're resourceful and self-directed: you've built your own onboarding and your own systems at a company where neither existed yet
4–6 years of experience in customer success, account management, solutions, or technical support at a developer tools, data/analytics, or AI-native software company
Ideally 1-2 years at a growth stage startup

Nice-to-haves

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Keywords to mirror

aiapigo

Platform: ashby
Effort: quick

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