Head of Technical Account Management – Security SaaS (Equity)

Cyberhaven; San Diego (CA); On-site; USD 170,000 - 180,000; Full time

Job summary

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a TAM team that owns the technical relationship with customers, from onboarding through renewal. You will hire, develop, and coach TAMs while defining the operating model and cross-functional collaboration with Product, Engineering, Support, CX, and Sales to translate customer learnings into product improvements.

You will own customer outcomes by reviewing account health, guiding critical escalations, and engaging in

Qualifications

• 3+ years of experience managing a team of Technical Account Managers or similar staff.
• 7+ years in customer-facing technical roles.
• Experience hiring, developing, and retaining strong technical people, and handling performance issues directly and fairly.
• Experience building or scaling a TAM, Support, or Customer Success function with processes, playbooks, and metrics.
• Ability to own customer technical outcomes from implementation through steady-state operation, and understand a customer's architecture end-to-end.
• Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies.
• Excellent verbal and written communication skills (English).
• Strong organizational and planning skills with the ability to manage multiple priorities and timelines.
• Knowledge of networking, security products, enterprise network infrastructure, and Windows/macOS/Linux endpoint management.
• Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine to coach teams.

Responsibilities

• Hire, onboard, and develop Technical Account Managers; set expectations, provide feedback, and conduct performance reviews.
• Coach TAMs on account strategy, technical troubleshooting, executive communication, and 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.
• Establish the TAM operating model: account segmentation, coverage, engagement cadence, business review format, and technical success plans.
• Set the team's goals and metrics and report them to leadership.
• Create and maintain playbooks, runbooks, and knowledge base standards.
• Define handoffs between TAMs and Customer Experience and Sales.
• Review account health and intervene on accounts at risk of low adoption or churn.
• Act as the senior escalation point for critical customer issues and ensure proper reproductions and updates.
• Build relationships with customers and participate in executive reviews for strategic accounts.
• Collaborate with Customer Success and Sales on renewals, expansions, and risk mitigation.
• Collect customer feedback and feature requests, and bring them to Product Management and Engineering with context.
• Work with Engineering to improve diagnostics and escalation processes.
• Run root cause analyses on significant incidents and drive preventive follow-ups.
• Stay current on industry trends and related technologies and apply them to customer guidance.

Skills

Team management

Customer-facing technical roles

Hiring and development of technical人才

Job description

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a TAM team that owns the technical relationship with customers, from onboarding through renewal. You will hire, develop, and coach TAMs while defining the operating model and cross-functional collaboration with Product, Engineering, Support, CX, and Sales to translate customer learnings into product improvements.

You will own customer outcomes by reviewing account health, guiding critical escalations, and engaging in