Senior Manager, Technical Account Management

Cyberhaven; Orangeburg (SC); On-site; USD 140,000 - 180,000; Full time

Job summary

Cyberhaven seeks a Manager, Technical Account Management to lead the TAM team that owns the technical relationship with customers, from onboarding to renewal. You will hire, develop, and set the operating model for TAMs, ensuring proactive technical partnership and consistent customer outcomes.

You will collaborate with Product, Engineering, Support, Customer Experience, and Sales to translate customer learnings into product improvements and stronger service.

Qualifications

• 3+ years of experience managing a team of Technical Account Managers or similar customer-facing technical staff.
• Experience leading a TAM, Support, or Customer Success function with processes, playbooks, and metrics.
• Proven ability to own customer technical outcomes from implementation through steady-state operation.
• Experience handling escalated technical customer issues and coordinating with engineering teams.
• Excellent verbal and written communication skills in English, capable of engaging practitioners and executives.
• Strong organizational and planning skills with ability to manage multiple priorities and timelines.
• Practical knowledge of networking, security products, enterprise network infrastructure, and endpoint management across Windows, macOS, Linux.

Responsibilities

• Hire, onboard, and develop Technical Account Managers; set clear expectations and performance reviews.
• Coach TAMs on account strategy, troubleshooting, executive communication, and difficult customer situations.
• Build a team culture of growth mindset, ownership, and accountability for customer outcomes.
• Plan headcount and coverage as the customer base grows; assign and balance accounts.
• Establish TAM operating model: segmentation, coverage, cadence, business reviews, and success plans.
• Set goals and metrics for account health, deployment progress, adoption, escalation, and customer satisfaction; define handoffs to CX and Sales.
• Own customer outcomes and monitor health; intervene on at-risk accounts.
• Serve as senior escalation point for critical issues; ensure clear reproductions and context to Engineering.
• Build relationships with customers and participate in executive/business reviews for strategic accounts.
• Collaborate with Customer Success and Sales on renewals, expansions, and risk mitigation; provide technical insight.
• Gather customer feedback and escalate to Product Management and Engineering with context.
• Conduct root cause analyses of significant incidents and drive preventive follow-ups.
• Stay current on industry trends and security best practices like SIEM, SOAR, UEBA; translate to team guidance.

Skills

People leadership

Team leadership

English communication

Strategic account management

Troubleshooting

Cross-functional collaboration

Technical escalation

SIEM

SOAR

UEBA

Windows

macOS

Linux

Tools

SIEM

SOAR

UEBA

Windows

macOS

Linux

Job description

Cyberhaven seeks a Manager, Technical Account Management to lead the TAM team that owns the technical relationship with customers, from onboarding to renewal. You will hire, develop, and set the operating model for TAMs, ensuring proactive technical partnership and consistent customer outcomes.

You will collaborate with Product, Engineering, Support, Customer Experience, and Sales to translate customer learnings into product improvements and stronger service.