Abnormal AIEasyMetrics00:00Welcome to your interview for the Engineering Manager role at Abnormal AI.
The question is on your right: Define TAM Team Success Metrics. Take a moment with it first.
Talk your thinking through with me if you like - when you're confident, submit your answer and I'll grade it like a real screen. You have three graded attempts to score 7/10 or better.
Databridge sells a B2B SaaS analytics platform to 1,200 enterprise accounts. The VP of Customer Success wants a clear metric framework for the Technical Account Management (TAM) team because gross revenue retention fell from 94% to 90% over the last two quarters, while product usage remained flat.
The TAM team supports 300 strategic accounts representing $24M in ARR. In the last quarter, 18 accounts churned ($1.6M ARR), 42 accounts downgraded ($2.1M ARR), and 55 accounts expanded ($3.4M ARR). Median executive business review completion dropped from 78% to 61%, average monthly active users per managed account fell from 420 to 390, and the share of accounts with at least one critical support escalation rose from 12% to 19%. Leadership is asking which metrics should define TAM success, which are leading vs lagging, and how to connect TAM activity to retention and expansion outcomes.
accounts: account_id, segment, ARR, renewal_date, industry, region, TAM_ownerproduct_usage_monthly: account_id, month, active_users, seats_purchased, feature_adoption_rate, login_daystam_activity_log: account_id, QBR_completed, success_plan_status, training_sessions, stakeholder_meetings, risk_flag_datesupport_tickets: account_id, severity, opened_at, resolved_at, escalation_flagrenewals_expansion: account_id, renewal_status, churned_arr, downgraded_arr, expanded_arr