Senior Technical Account Manager

REFRACTAL; New York (NY); On-site; USD 125,000 - 185,000; Full time

Benefits offered by this job

Pension contribution

Private medical and dental cover

Visa and relocation support

Competitive equity

Job summary

Refractal, a US-focused AI security company, is seeking a Technical Account Manager to onboard and grow strategic US-based customers. You will lead onboarding, drive adoption, and manage renewals and expansions to ensure customers realize measurable value from the product.

The role requires strong technical grounding in cloud, APIs, identity, and SaaS integrations, with experience in security-focused B2B software and a track record of retention and expansion at enterprise scale.

Qualifications

• 5+ years in technical account management or customer success for B2B software (security preferred).
• Strong grounding in cloud, APIs, identity, and SaaS integrations.
• Proven retention and expansion in enterprise accounts.
• Effective written and spoken communication with senior stakeholders.

Responsibilities

• Lead onboarding and implementation plans with customers' security, risk and AI teams, alongside our Forward Deployed Engineer.
• Act as the technical point of contact: troubleshoot integrations, manage escalations and coordinate fixes with engineering.
• Track adoption and outcomes, and run regular business reviews with customer stakeholders.
• Own renewals and identify expansion opportunities with our Account Executives.
• Turn customer feedback into clear product requirements, and build the playbooks and documentation behind technical account management.

Skills

Technical account management

Customer success engineering

Cloud knowledge

APIs

AI agents knowledge

Enterprise account management

Communication

Job description

About Refractal

Refractal is an AI security company building the infrastructure organisations need to defend against autonomous AI threats. 2026 has shown that generally capable intelligence is here. The challenge now is modernising security to stop AI-enabled threats, whether they come from internal agents going rogue or from attackers using AI to become more dangerous.

Refractal was founded on cybersecurity and AI expertise from MIT, Microsoft, NASA and the U.S. Navy. Our product lets organisations detect AI-enabled threats at low cost without sacrificing detection quality. We take a practical approach to AI risk, combining proven cybersecurity methods with frontier AI security research.

Today, we work with governments and organisations that can't afford to get security wrong. We're backed by leading deep-tech and cybersecurity investors and are growing the team to deliver on this mission.

The role

You'll look after Refractal's US customers once they've signed. You'll lead onboarding, drive adoption and manage each account through renewal and expansion, so customers get clear, measurable value from the product.

What you'll do

• Lead onboarding and implementation plans with customers' security, risk and AI teams, alongside our Forward Deployed Engineer.

• Act as the technical point of contact: troubleshoot integrations, manage escalations and coordinate fixes with engineering.

• Track adoption and outcomes, and run regular business reviews with customer stakeholders.

• Own renewals and identify expansion opportunities with our Account Executives.

• Turn customer feedback into clear product requirements, and build the playbooks and documentation behind technical account management.

Success in your first six months

• Your customers are live, use Refractal regularly and can point to the value it delivers.

• Escalations are handled quickly and transparently, with fixes tracked to closure.

• You've built a repeatable onboarding and account-review process the team can scale.

About you: essential

• 5+ years as a technical account manager, customer success engineer or similar in B2B software, ideally security.

• A solid technical grounding in cloud, APIs, identity and SaaS integrations, with working knowledge of AI agents.

• A record of strong retention and expansion across enterprise accounts.

• Composure with senior stakeholders during escalations.

• Clear written and spoken communication.

Nice to have

• Experience with regulated customers in financial services or healthcare.

• Familiarity with AI governance frameworks such as the NIST AI RMF or ISO/IEC 42001.

Our values

Radical transparency. We believe the best work happens when everyone feels able to give and receive honest, constructive feedback.

Public service. We see AI security as a form of public service. Getting the AI transition right means putting the right infrastructure in place to manage the threats that come with it, and our work helps protect the institutions and services society depends on.

Fail fast. We test ideas early, seek feedback and learn quickly. We experiment rapidly and change course when something isn't working, without compromising on security.

Pragmatism, not dogmatism. We choose approaches based on how well they solve the problem. That means combining established cybersecurity methods with frontier AI research, questioning our assumptions, and changing our minds when the evidence changes.

Compensation and benefits

• Salary: $125,000–$185,000 base

• Competitive equity to share in Refractal's growth

• Pension contribution

• Private medical and dental cover

• Visa and relocation support