Manager of Technical Account Management

Cyberhaven; United States; À distance; USD 150 000 - 185 000; Plein temps

Avantages offerts par ce poste

Remote-friendly culture

Flexible time off

Career advancement opportunities

100% paid health benefits for you and/

Résumé du poste

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 operating model, drive adoption and renewal, and collaborate with Product, Engineering and Sales to translate customer feedback into product improvements. This is a remote-friendly role in a fast-growing security SaaS company.

Description du poste

• 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 coach TAMs on and step in on critical escalations when needed
• 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
• 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. Report on them to leadership
• Create and maintain playbooks, runbooks, and knowledge base standards so TAMs handle common situations the same way
• Define the handoffs between TAMs and Customer Experience and Sales so customers always know who owns what
• 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
• 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
• Work with Engineering and Support Engineering to improve diagnostics, debugging tools, and escalation processes
• 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

Benefits

• Remote-friendly culture
• Flexible time off
• Potential fast-tracked career advancement opportunities
• 100% paid health benefits for you and your family

You are a people leader with a technical background in security SaaS and endpoint agents, and you are comfortable in a fast-paced, high-growth environment where the team's processes are still being writtenTechnical depth, a strong client focus, and experience leading customer-facing technical teams are requiredStrong organizational and planning skills, with the ability to manage multiple priorities, set timelines, and track progress across a team and its accountsExcellent verbal and written communication skills (English), including the ability to engage both hands-on practitioners and executive stakeholders7+ years in customer-facing technical roles3+ years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar customer-facing technical staffExperience building or scaling a TAM, Support, or Customer Success function, including processes, playbooks, and metricsDemonstrated ability to own customer technical outcomes from implementation through steady-state operation, and to understand a customer's architecture and environment end-to-endAbility to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine well enough to coach others and guide technical investigationsHands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologiesProven experience managing escalated technical customer issues and working directly with engineering teamsTrack record of hiring, developing, and retaining strong technical people, and of handling performance issues directly and fairlyPractical knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, and Linux endpoint management (SCCM, GPO, Intune, MDM, and application management)Expertise with DLP, Insider Threat, and CASB solutionsFamiliarity with adjacent technologies that Cyberhaven integrates with (SIEM, SOAR, UEBA)Prior experience leading a TAM team at a security or SaaS companyExperience working in an early-stage or high-growth company where the team's processes were still being definedBackground in L2/L3 or Escalation Engineering for EDR or DLP tools