Technical Success Manager

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That’s where you come in.

Pontera is seeking a Technical Success Manager to serve as the dedicated technical and operational partner for a portfolio of key firms. Following initial implementation, you will own the ongoing technical health and long-term success of your clients.

This is a high-impact, client-facing role focused on sustaining connectivity, maximizing adoption, mitigating risk, and protecting the value firms derive from the platform over time. You will operate at the intersection of technical problem solving, operational strategy, and relationship management with operational champions.

The ideal candidate is analytically strong, highly adaptable, and comfortable managing complexity. You think critically, learn quickly, and take ownership of outcomes.

As a Technical Success Manager, you will be responsible for the sustained technical and operational success of your book of business.

You will proactively monitor firm health, usage trends, and support signals to identify early indicators of risk that could impact connectivity, adoption, or revenue continuity. When issues arise, you will lead engagement efforts and recommend configuration or workflow adjustments to protect connected assets and maximize platform utilization. You will translate product updates into clear operational guidance and deliver post-launch enablement to firm administrators and operational champions to sustain long-term value.

As a trusted technical partner to your firms, you will build strong relationships with key stakeholders, providing strategic guidance on best practices, workflow optimization, and platform usage. You will collaborate closely with Strategic Relationship Managers to align technical strategy with broader strategic growth goals and connect platform decisions to measurable business outcomes.

In support of this work, you will maintain and optimize ongoing firm configurations including SSO, SCIM, APIs, data flows, organization structure, and related dependencies, ensuring continued alignment with evolving best practices. You will also lead complex escalations across Support, QA, Product, and Engineering.

• 2+ years of experience in Technical Account Management, Technical Support, Customer Success, or a similar client-facing role
• Demonstrated experience supporting technical configurations such as SSO, APIs, integrations, or data workflows
• Strong troubleshooting and root cause analysis skills, with the ability to distinguish between bugs, misconfigurations, and product limitations
• Critical thinking skills and sound judgment in ambiguous or complex situations
• Learning agility and the ability to quickly build fluency in new systems and evolving product capabilities
• Experience managing multiple high-touch accounts and competing priorities while proactively monitoring and addressing risks
• Excellent written and verbal communication skills across technical and non-technical stakeholders
• The ability to collaborate cross-functionally and influence outcomes across teams
• Strong organizational and project management skills

Experience in SaaS, financial services or Wealth Management is a plus.

• Compensation
  :
  Base $100,000; $120,000 OTE
• Opportunity
  :
  Have a major impact at a fast-growing startup that is…