Manager, Technical Account Management
- Compensation
- $170K–$180K / yr
- Location
- United States
- Work setup
- Remote
- Seniority
- C level
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Not specified
- Posted
Skills
Must have
- 3+ years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar customer-facing technical staff.
- 7+ years in customer-facing technical roles.
- Track record of hiring, developing, and retaining strong technical people, and of handling performance issues directly and fairly.
- Experience building or scaling a TAM, Support, or Customer Success function, including processes, playbooks, and metrics.
- Demonstrated ability to own customer technical outcomes from implementation through steady-state operation, and to understand a customer's architecture and environment end-to-end.
- Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies.
- Proven experience managing escalated technical customer issues and working directly with engineering teams.
- Excellent verbal and written communication skills (English), including the ability to engage both hands-on practitioners and executive stakeholders.
- Strong organizational and planning skills, with the ability to manage multiple priorities, set timelines, and track progress across a team and its accounts.
- Practical knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, and Linux endpoint management (SCCM, GPO, Intune, MDM, and application management).
- Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine well enough to coach others and guide technical investigations.
Nice to have
- Familiarity with adjacent technologies that Cyberhaven integrates with (SIEM, SOAR, UEBA).
- Expertise with DLP, Insider Threat, and CASB solutions.
- Prior experience leading a TAM team at a security or SaaS company.
- Experience working in an early-stage or high-growth company where the team's processes were still being defined.
- Background in L2/L3 or Escalation Engineering for EDR or DLP tools.
Full description
About the Role
Cyberhaven is looking for a Manager, Technical Account Management to build and lead the team of Technical Account Managers who own the technical relationship with our customers. Your team is accountable for how each customer deploys, adopts, and gets value from Cyberhaven's Agentic Data Security platform, from onboarding through renewal. You will hire and develop the team, define how TAMs work with accounts, and make sure customers get a consistent, proactive technical partner and experience.
You are a people leader with a technical background in security SaaS and endpoint agents, and you are comfortable in a fast-paced, high-growth environment where the team's processes are still being written. You will coach TAMs on and step in on critical escalations when needed. You will also work cross-functionally with Product, Engineering, Support Engineering, Customer Experience, and Sales to turn what the team learns from customers into improvements to the product and to how we serve customers.
Technical depth, a strong client focus, and experience leading customer-facing technical teams are required. You will report to the VP of Support and Technical Account Management.
What You’ll Do
Lead and grow the team
- Hire, onboard, and develop Technical Account Managers. Set clear expectations, give regular feedback, and run career development and performance reviews.
- Coach TAMs on account strategy, technical troubleshooting, executive communication, and managing difficult customer situations.
- Build a team culture of growth mindset, ownership, curiosity, and accountability for customer outcomes.
- Plan headcount and coverage as the customer base grows, including how accounts are assigned and balanced across the team.
Define how the TAM function operates
- Establish the TAM operating model: account segmentation, coverage, engagement cadence, business review format, and technical success plans.
- Set the team's goals and metrics, such as account health, agent coverage and deployment progress, adoption, escalation volume and time to resolution, and customer satisfaction. Report on them to leadership.
- Create and maintain playbooks, runbooks, and knowledge base standards so TAMs handle common situations the same way.
- Define the handoffs between TAMs and Customer Experience and Sales so customers always know who owns what.
Own customer outcomes
- Review account health across the team's book of business and step in early on accounts at risk of low adoption, deployment problems, or churn.
- Act as the senior escalation point for critical customer issues. Make sure TAMs bring clear reproductions and context to Engineering, and that customers stay informed through resolution.