Technical Account Manager

Role overview

Guide enterprise customers as they adopt and get value from managed detection and response services. You’ll act as a trusted technical partner, coordinating support, tracking customer outcomes, and working across internal teams to improve service and strengthen customer relationships.

Responsibilities

- Lead customer onboarding and help teams adopt services in line with their security goals. - Build relationships with security stakeholders and executive sponsors, keeping service value and customer priorities aligned. - Serve as the main contact for support issues; coordinate with engineering to resolve escalations promptly. - Share service updates and customer feedback, and advocate for improvements to products and delivery. - Track satisfaction, engagement, adoption, and renewal indicators; identify risks and coordinate mitigation plans with account teams.

Requirements

- At least four years in a customer-facing technical role, such as customer success, consulting, or post-sales technical account management. - Experience handling technical escalations, setting expectations, and reaching effective resolutions. - A data-informed approach to tracking and improving customer satisfaction, adoption, and renewal outcomes. - Strong communication skills and the ability to build relationships with technical and non-technical stakeholders.

Nice to have

- Cybersecurity experience, especially with managed detection and response or threat hunting. - Consulting and project management skills, including advising senior security leaders. - Experience creating customer engagement programs or playbooks. - A collaborative, accountable, customer-focused approach.