Job description

Forward was founded in 2013 by four Stanford Ph.D.s, building the industry's first network digital twin: a mathematically accurate model of the production network. It's the foundation for autonomous networking, giving engineers and AI agents the ability to know the impact of every change before it touches production. That founding instinct still defines how we work. We're accurate and evidence-driven, relentless about clarity, and we'd rather be certain than comfortable, building a groundbreaking platform that transforms how teams run and secure networks across every major cloud and vendor environment. Global leaders like Goldman Sachs, PayPal, S&P Global, IBM, and Dell trust Forward, alongside fast-growing enterprises and government agencies, realizing an average of $14.2 million in annual benefits, according to IDC. Backed by top-tier investors, including A. Capital, Andreessen Horowitz, Goldman Sachs, MSD Partners, Omega Venture Partners, Section 32, and Threshold Ventures, and headquartered in Santa Clara, we're most proud of our team: curious people who'd rather build what doesn't exist than accept how things have always been done. Forward Networks is looking for an experienced Technical Account Manager (TAM). A Technical Account Manager acts as a trusted advisor and partner to our customers, ensuring they maximize value from our solutions while maintaining high satisfaction and retention. The TAM plays a crucial role in driving adoption, identifying growth opportunities, and aligning our technology with customers’ business goals. They provide guidance, best practices, and insights to help customers achieve their business objectives through the effective use of our platform. Job Responsibilities: Customer Relationship Management: Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact and trusted advisor throughout the customer lifecycle. Product Adoption & Value Realization: Drive customer success by helping customers understand and effectively utilize the platform’s capabilities, ensuring they achieve their business goals and desired outcomes. Account Planning & Growth: Develop and execute strategic account plans that align with customers’ goals, identify expansion opportunities, and drive increased platform usage and adoption. Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to relay feedback, suggest improvements, and influence the development of new features based on customer needs. Onboarding & Training: Lead the onboarding process for new customers, delivering high level training to ensure customers quickly become proficient and comfortable with the platform. Health Monitoring & Reporting: Regularly monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders. Collaboration: Work cross-functionally with sales, engineering, and product management teams to align customer needs and drive mutual success. Required Qualifications: Bachelor’s degree in business, Information Technology, or a related field, or equivalent practical experience. 5+ years of experience in a technical account management, customer success, or similar role within the technology industry, preferably with SaaS solutions. Strong understanding of how technology can solve business challenges and the ability to articulate this value to customers. Proven track record of building and managing customer relationships, driving product adoption, and delivering customer success. Excellent communication, presentation, and interpersonal skills with the ability to engage with stakeholders at all levels, including business users, IT teams, and executive leadership. Experience with CRM and customer success tools, as well as familiarity with data analysis methods for monitoring customer health. Problem-solving mindset, proactive approach, and the ability to work independently and collaboratively in a fast-paced environment. Willingness to travel as needed to meet with customers and support their needs. TS/ SCI with a CI Poly or greater. Preferred Qualifications It’s a plus if you also have: Project Management experience and/or certifications (such as PMP). A solid understanding of Computer Networking and familiarity with common issues network engineers might encounter. This role is ideal for someone passionate about building strong customer relationships, understanding customer business needs, and ensuring success through technology. If you thrive in a dynamic environment and have a customer-first mindset, we encourage you to apply. The expected On-Target Cash Earnings for this role is between $240,000-$270,000 per year. Within this range, individual pay is determined by several factors including but not limited to, job-related skills, work experience, and relevant education/training

Requirements

Must-haves

Customer Relationship Management: Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact and trusted advisor throughout the customer lifecycle.
Product Adoption & Value Realization: Drive customer success by helping customers understand and effectively utilize the platform’s capabilities, ensuring they achieve their business goals and desired outcomes.
Account Planning & Growth: Develop and execute strategic account plans that align with customers’ goals, identify expansion opportunities, and drive increased platform usage and adoption.
Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to relay feedback, suggest improvements, and influence the development of new features based on customer needs.
Onboarding & Training: Lead the onboarding process for new customers, delivering high level training to ensure customers quickly become proficient and comfortable with the platform.
Health Monitoring & Reporting: Regularly monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders.
Collaboration: Work cross-functionally with sales, engineering, and product management teams to align customer needs and drive mutual success.
Bachelor’s degree in business, Information Technology, or a related field, or equivalent practical experience.
5+ years of experience in a technical account management, customer success, or similar role within the technology industry, preferably with SaaS solutions.
Strong understanding of how technology can solve business challenges and the ability to articulate this value to customers.
Proven track record of building and managing customer relationships, driving product adoption, and delivering customer success.
Excellent communication, presentation, and interpersonal skills with the ability to engage with stakeholders at all levels, including business users, IT teams, and executive leadership.
Experience with CRM and customer success tools, as well as familiarity with data analysis methods for monitoring customer health.
Problem-solving mindset, proactive approach, and the ability to work independently and collaboratively in a fast-paced environment.
Willingness to travel as needed to meet with customers and support their needs.
TS/ SCI with a CI Poly or greater.
Project Management experience and/or certifications (such as PMP).
A solid understanding of Computer Networking and familiarity with common issues network engineers might encounter.

Nice-to-haves

Preferred Qualifications It’s a plus if you also have:

Application prep

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Keywords to mirror

Platform: greenhouse
Effort: quick