Technical Account Manager, AI Security (UK/EU)

Refractal; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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

Responsibilities

• 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.

Skills

Cloud computing

APIs

Identity management

SaaS integrations

AI agents

Stakeholder communication

Account management

Customer retention

Job description

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.