Manager, Account Management

Cyberhaven; Florida; Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

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).

Responsabilités

• 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).

Connaissances

Leadership

Customer-facing excellence

Executive communication

Account management

Strategic thinking

Problem-solving

Networking security knowledge

Windows/macOS/Linux administration

Outils

SCCM

GPO

Intune

MDM

Description du poste

About the Role Cyberhaven is looking for a Manager, Technical Account Management to build and lead the team of Technical Account Managers who own the technical relationship with our customers. Your team is accountable for how each customer deploys, adopts, and gets value from Cyberhaven's Agentic Data Security platform, from onboarding through renewal. You will hire and develop the team, define how TAMs work with accounts, and make sure customers get a consistent, proactive technical partner and experience.

You will also work cross-functionally with Product, Engineering, Support Engineering, Customer Experience, and Sales to turn what the team learns from customers into improvements to the product and to how we serve customers.

Technical depth, a strong client focus, and experience leading customer-facing technical teams are required. You will report to the VP of Support and Technical Account Management.

• - Hire, onboard, and develop Technical Account Managers. Set clear expectations, give regular feedback, and run career development and performance reviews.
• - Coach TAMs on account strategy, technical troubleshooting, executive communication, and managing 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, such as account health, agent coverage and deployment progress, adoption, escalation volume and time to resolution, and customer satisfaction. Define the handoffs between TAMs and Customer Experience and Sales so customers always know who owns what.
• - Own customer outcomes
• - Review account health across the team's book of business and step in early on accounts at risk of low adoption, deployment problems, or churn.
• - Act as the senior escalation point for critical customer issues. Make sure TAMs bring clear reproductions and context to Engineering, and that customers stay informed through resolution.
• - Build relationships with customes, and join executive and business reviews for strategic accounts.
• - Work with Customer Success and Sales on renewals, expansions, and risk mitigation, providing technical input and account insight.
• - Be the voice of the customer
• - Collect customer feedback, feature requests, and recurring issues from the team and bring them to Product Management and Engineering with the technical and business context behind them.
• - Run root cause analysis reviews on significant incidents and drive preventive follow-ups so issues do not repeat.
• - Stay current on industry trends, security best practices, and adjacent technologies such as SIEM, SOAR, and UEBA, and bring them into the team's guidance to customers.

3+ years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar customer-facing technical staff.

• ~7+ years in customer-facing technical roles.
• ~ Track record of hiring, developing, and retaining strong technical people, and of handling performance issues directly and fairly.
• ~ Experience building or scaling a TAM, Support, or Customer Success function, including processes, playbooks, and metrics.
• ~ Demonstrated ability to own customer technical outcomes from implementation through steady-state operation, and to understand a customer's architecture and environment end-to-end.
• ~ Proven experience managing escalated technical customer issues and working directly with engineering teams.
• ~ Excellent verbal and written communication skills (English), including the ability to engage both hands-on practitioners and executive stakeholders.
• ~ Strong organizational and planning skills, with the ability to manage multiple priorities, set timelines, and track progress across a team and its accounts.
• ~ Practical knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, and Linux endpoint management (SCCM, GPO, Intune, MDM, and application management).
• ~ Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine well enough to coach others and guide technical investigations.

Joining Cyberhaven means joining the team building Data Security for the Agentic Enterprise. Cyberhaven traces the full lifecycle of your data, adapting protection to changing context, so protection moves with the way people actually work, not against it. AI Changed Work. Backed by $250M from leading investors like Khosla and Redpoint, our team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, Google, and more. This role lets you shape the future of data security, working alongside people driven to protect workflows, not just data, for customers who cannot afford to slow down to stay safe.

AI Tools Disclosure: As part of Cyberhaven's hiring process, we use recruiting tools that include AI-powered features to help with tasks like scheduling, note-taking, workflow automation, and other recruiting activities ("AI Tools"). The AI Tools may process information you provide during the application and interview process. When AI-assisted interview note taking is used, candidates are notified in advance and have the option to opt out of the AI-assisted interview note taking.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.