Lead Technical Account Management for Security SaaS

Cyberhaven; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Cyberhaven is seeking a Manager of Technical Account Management to build and lead a team of TAMs who own the technical relationship with customers throughout onboarding to renewal. You will hire, develop, and define how TAMs work with accounts, ensuring a proactive technical partnership and consistent customer experience.

You will coach TAMs on escalations, guidance on account strategy, and cross-functional collaboration with Product, Engineering, Support, and Sales to translate customer

Qualifications

• 3+ years of experience managing a team of TAMs, Support Engineers, or similar staff.
• 7+ years in customer-facing technical roles.
• Track record of hiring, developing, and retaining strong technical people.
• Experience building or scaling TAM/Support/CS functions with processes and metrics.
• Ability to own customer technical outcomes from implementation through steady-state operation.

Responsibilities

• Hire, onboard, and develop Technical Account Managers with clear expectations and regular feedback.
• Coach TAMs on account strategy, technical troubleshooting, and executive communication.
• Build a team culture of growth mindset, ownership, curiosity, and accountability for customer outcomes.
• Plan headcount and coverage as the customer base grows and accounts are balanced across the team.
• Define the TAM operating model including segmentation, engagement cadence, and success plans.
• Set goals and metrics (account health, deployment progress, adoption, escalation time, satisfaction).
• Create and maintain playbooks and knowledge bases to standardize handling of common situations.
• Define handoffs between TAMs, Customer Experience, and Sales.

Skills

People management

Technical leadership

Customer-facing

Executive communication

Team coaching

Tools

SCCM

Intune

MDM

Job description

Cyberhaven is seeking a Manager of Technical Account Management to build and lead a team of TAMs who own the technical relationship with customers throughout onboarding to renewal. You will hire, develop, and define how TAMs work with accounts, ensuring a proactive technical partnership and consistent customer experience.

You will coach TAMs on escalations, guidance on account strategy, and cross-functional collaboration with Product, Engineering, Support, and Sales to translate customer