Senior Technical Account Manager

Refractal; Greater London; On-site; GBP 70,000 - 120,000; Full time

Benefits offered by this job

Competitive equity

Pension contribution

Private medical and dental cover

Visa and relocation support

Job summary

Refractal is seeking an experienced Technical Account Manager to manage UK and European customers post-sign‑up, driving onboarding, adoption and renewal with measurable value from the product.

You will act as the technical point of contact, coordinate with engineering, and lead business reviews with senior stakeholders to ensure successful expansions and renewals.

Qualifications

• 5+ years in a technical account management or similar role within B2B software, ideally security.
• Strong technical grounding in cloud, APIs, identity and SaaS integrations.
• Proven ability to retain and expand enterprise accounts.
• Calm under pressure with senior stakeholders during escalations.
• Excellent written and spoken communication.

Responsibilities

• Lead onboarding and implementation plans with customers' security, risk and AI teams, alongside engineers.
• Act as the technical point of contact: troubleshoot integrations, manage escalations and coordinate fixes with engineering.
• Track adoption and outcomes, and run regular business reviews with customer stakeholders.
• Own renewals and identify expansion opportunities with Account Executives.
• Turn customer feedback into clear product requirements and build playbooks and documentation for technical account management.

Skills

5+ years experience

Technical account management

Enterprise SaaS

Security

Stakeholder management

Job description

About Refractal

Refractal is an AI security company building the infrastructure organisations need to defend against autonomous AI threats. 2026 has shown that generally capable intelligence is here. The challenge now is modernising security to stop AI-enabled threats, whether they come from internal agents going rogue or from attackers using AI to become more dangerous.

Refractal was founded on cybersecurity and AI expertise from MIT, Microsoft, NASA and the U.S. Navy. Our product lets organisations detect AI-enabled threats at low cost without sacrificing detection quality. We take a practical approach to AI risk, combining proven cybersecurity methods with frontier AI security research.

Today, we work with governments and organisations that can't afford to get security wrong. We're backed by leading deep-tech and cybersecurity investors and are growing the team to deliver on this mission.

The role

You'll look after Refractal's UK and European customers once they've signed. You'll lead onboarding, drive adoption and manage each account through renewal and expansion, so customers get clear, measurable value from the product.

What you'll do

• Lead onboarding and implementation plans with customers' security, risk and AI teams, alongside our Forward Deployed Engineers.

• Act as the technical point of contact: troubleshoot integrations, manage escalations and coordinate fixes with engineering.

• Track adoption and outcomes, and run regular business reviews with customer stakeholders.

• Own renewals and identify expansion opportunities with our Account Executives.

• Turn customer feedback into clear product requirements, and build the playbooks and documentation behind technical account management.

Success in your first six months

• Your customers are live, use Refractal regularly and can point to the value it delivers.

• Escalations are handled quickly and transparently, with fixes tracked to closure.

• You've built a repeatable onboarding and account-review process the team can scale.

About you: essential

• 5+ years as a technical account manager, customer success engineer or similar in B2B software, ideally security.

• A solid technical grounding in cloud, APIs, identity and SaaS integrations, with working knowledge of AI agents.

• A record of strong retention and expansion across enterprise accounts.

• Composure with senior stakeholders during escalations.

• Clear written and spoken communication.

Nice to have

• Experience with regulated customers in financial services, healthcare or the public sector.

• Familiarity with the EU AI Act, NIST AI RMF or ISO/IEC 42001.

Our values

Radical transparency. We believe the best work happens when everyone feels able to give and receive honest, constructive feedback.

Public service. We see AI security as a form of public service. Getting the AI transition right means putting the right infrastructure in place to manage the threats that come with it, and our work helps protect the institutions and services society depends on.

Fail fast. We test ideas early, seek feedback and learn quickly. We experiment rapidly and change course when something isn't working, without compromising on security.

Pragmatism, not dogmatism. We choose approaches based on how well they solve the problem. That means combining established cybersecurity methods with frontier AI research, questioning our assumptions, and changing our minds when the evidence changes.

Compensation and benefits

• Salary: £70,000–£120,000

• Competitive equity to share in Refractal's growth

• Pension contribution

• Private medical and dental cover

• Visa and relocation support