Director, Technical Account Management

Cyberhaven; Florida; On-site; USD 150,000 - 190,000; Full time

Job summary

Cyberhaven is seeking a Manager, Technical Account Management to build and lead the team of Technical Account Managers who own the technical relationship with our customers. You will hire, onboard, and develop TAMs, set how they partner with accounts, and ensure a proactive technical experience across onboarding, adoption, and renewal.

You will collaborate with Product, Engineering, Support, Customer Experience, and Sales to translate customer insights into product improvements and stronger

Qualifications

• 3+ years of experience managing a team of Technical Account Managers or similar.
• 7+ years in customer-facing technical roles.
• Track record of hiring, developing, and retaining strong technical staff.
• Experience building or scaling a TAM/CS/Support function with processes, playbooks, and metrics.
• Ability to own customer technical outcomes from implementation through steady-state operation.
• Experience escalating technical issues and collaborating with engineering.
• Excellent verbal and written communication in English.

Responsibilities

• Hire, onboard, and develop Technical Account Managers.
• Set expectations and conduct performance reviews.
• Coach TAMs on account strategy, troubleshooting, and executive communication.
• Define TAM operating model: segmentation, coverage, cadence, and reviews.
• Track metrics like account health, deployment progress, adoption, escalation, and satisfaction.
• Collaborate with Product, Engineering, Support, Customer Experience, and Sales to drive improvements.
• Own customer outcomes and serve as senior escalation point when needed.
• Engage in executive reviews for strategic accounts.
• Support renewals and expansions with technical input and insight.

Skills

Team leadership

Customer-facing tech

Hiring & mentoring

Executive communication

Cross-functional collaboration

Networking & security knowledge

Operations planning

Reading logs & debugging

Tools

Windows/macOS/Linux ecosystem

SCCM

GPO/Intune/MDM

Job description

Cyberhaven is seeking a Manager, Technical Account Management to build and lead the team of Technical Account Managers who own the technical relationship with our customers. You will hire, onboard, and develop TAMs, set how they partner with accounts, and ensure a proactive technical experience across onboarding, adoption, and renewal.

You will collaborate with Product, Engineering, Support, Customer Experience, and Sales to translate customer insights into product improvements and stronger