Senior Technical Account Manager

Refractal; New York (NY); Presencial; USD 125.000 - 185.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive equity

Pension contribution

Private medical and dental cover

Visa and relocation support

Descripción de la vacante

Refractal is seeking a Technical Account Manager to lead onboarding and ongoing success for US customers. You will coordinate with security, risk, and AI teams, troubleshoot integrations, and manage escalations to ensure measurable value from the product.

You will own renewals and identify expansion opportunities with our sales team, while turning customer feedback into actionable product requirements and scalable playbooks.

Formación

• 5+ years in technical account management or CS engineering for B2B software, preferably security.
• Strong background in cloud, APIs, identity, and SaaS integrations.
• Proven retention and expansion across large enterprise accounts.
• Ability to stay composed with senior stakeholders during escalations.
• Excellent written and spoken communication skills.

Responsabilidades

• Onboard customers and drive adoption with security, risk, and AI teams.
• Serve as technical point of contact, troubleshoot integrations, and coordinate fixes.
• Track adoption, run business reviews, and report outcomes to stakeholders.
• Own renewals and identify expansion opportunities with Account Executives.
• Translate customer feedback into product requirements and build playbooks.

Conocimientos

Technical account management

Cloud & APIs

Enterprise growth

Executive communication

Clear written communication

Descripción del empleo

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