Lead Technical Account Management

Cyberhaven; Florida; On-site; USD 180,000 - 240,000; Full time

Job summary

Cyberhaven is seeking a Manager, Technical Account Management to lead a team of TAMs owning customers' technical relationships from onboarding through renewal. You will hire, develop, and define how TAMs interact with accounts to provide a proactive technical partnership.

You will partner with Product, Engineering, Support Engineering, Customer Experience, and Sales to translate customer learnings into product and service improvements, report to the VP of Support and TAM, and drive customer

Qualifications

• Experience leading customer-facing technical teams and TAMs.
• Strong ability to own customer technical outcomes from onboarding to renewal.
• Excellent verbal and written English communication with executives.
• Ability to hire, onboard, and develop technical staff at scale.
• Experience working with cross-functional teams (Product, Engineering, Sales, Support).

Responsibilities

• Hire, onboard, and develop Technical Account Managers and set expectations.
• Coach TAMs on account strategy, troubleshooting, and executive communication.
• Build a culture of ownership, curiosity, and accountability for outcomes.
• Plan headcount and coverage as the customer base grows.
• Establish TAM operating model: segmentation, cadence, and success plans.
• Set goals and metrics: health, adoption, escalation, and renewals.
• Own customer outcomes across accounts and address at-risk customers.
• Escalation point for critical issues and ensure timely resolution.
• Build relationships with executives during strategic reviews.
• Collaborate with Customer Success and Sales on renewals and expansions.
• Be the voice of the customer and channel feedback to Product/Engineering.
• Lead root cause analyses and preventive follow-ups for incidents.
• Stay current on industry trends and security practices (SIEM, SOAR, UEBA).

Skills

Leadership

Customer-facing excellence

Executive communication

Account management

Strategic thinking

Problem-solving

Networking security knowledge

Windows/macOS/Linux administration

Tools

SCCM

GPO

Intune

MDM

Job description

Cyberhaven is seeking a Manager, Technical Account Management to lead a team of TAMs owning customers' technical relationships from onboarding through renewal. You will hire, develop, and define how TAMs interact with accounts to provide a proactive technical partnership.

You will partner with Product, Engineering, Support Engineering, Customer Experience, and Sales to translate customer learnings into product and service improvements, report to the VP of Support and TAM, and drive customer