Technical Account Manager

Refractal; Greater London; In loco; GBP 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Refractal is seeking a Technical Account Manager to oversee UK and European customers after sign-off. You will lead onboarding, drive adoption and manage each account through renewal and expansion to deliver measurable value from the product.

You will troubleshoot integrations as the technical point of contact, coordinate fixes with engineering, track adoption and outcomes, and build scalable playbooks to support customer success at Refractal.

Competenze

• 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.
• Competitive equity to share in Refractal's growth

Mansioni

• 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.

Conoscenze

Cloud computing

APIs

Identity management

SaaS integrations

AI agents

Stakeholder communication

Account management

Customer retention

Descrizione del lavoro

Visa sponsorship / work permit support is mentioned in the posting. Relocation support is mentioned in the posting.

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.

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.

• 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.
• 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.

• 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.
• Competitive equity to share in Refractal's growth