Senior Technical Account Manager

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Professional development

Travel to client sites

Collaborative Customer Success team

Job summary

Ladders is seeking a Senior Technical Account Manager for enterprise clients to act as a trusted technical partner, driving value from privilege access and security solutions while bridging customer needs with internal teams.

You will lead onboarding, monitor customer health, coordinate with sales and support, surface product feedback, and travel to client sites as needed. Remote role for US-based candidates only; visa sponsorship not available.

Qualifications

• Experience with Privilege Access Management solutions such as CyberArk or BeyondTrust.
• Strong understanding of applications and infrastructure in large organizations.
• Ability to lead large technology projects across enterprise silos.
• Excellent written and verbal communication skills, especially for technical audiences.
• Comfortable engaging with senior stakeholders across divisions.
• Ability to manage multiple projects and responsibilities effectively.

Responsibilities

• Serve as a technical expert for the company's privilege access services.
• Act as a trusted advisor to ensure customer success with the company's solutions.
• Monitor customer health and communicate insights with sales and support teams.
• Deliver remote onboarding and training services for customers.
• Resolve high-priority issues impacting service delivery.
• Track bugs and product updates, advocating for customer needs with engineering.
• Conduct regular review sessions to validate configurations and designs.
• Document customer environments for efficient issue resolution.
• Coordinate early beta access programs for new releases.
• Travel to customer sites for business reviews and assessments.
• Maintain performance metrics through customer satisfaction surveys.
• Leverage internal relationships to expedite customer issue resolution.
• Develop executive reports summarizing customer situations and escalations.

Skills

Communication skills

Stakeholder management

Technical aptitude

Education

6+ years in Customer Success/Support roles

Tools

CyberArk

BeyondTrust

Job description

For our client, we are seeking a Senior Technical Account Manager to join the team of a leader in the Information Technology space.

This role will serve as a trusted technical partner to enterprise customers, helping them realize value from privileged access and security-focused technology solutions. You will bridge customer needs with internal teams, driving adoption, resolving complex issues, and strengthening long-term relationships. The position also plays an important role in surfacing feedback that can influence product direction and improve the overall customer experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Serve as a technical expert for the company's privilege access services
• Act as a trusted advisor to ensure customer success with the company's solutions
• Monitor customer health and communicate insights with sales and support teams
• Deliver remote onboarding and training services for customers
• Resolve high-priority issues impacting service delivery
• Track bugs and product updates, advocating for customer needs with engineering
• Conduct regular review sessions to validate configurations and designs
• Document customer environments for efficient issue resolution
• Coordinate early beta access programs for new releases
• Travel to customer sites for business reviews and assessments
• Maintain performance metrics through customer satisfaction surveys
• Leverage internal relationships to expedite customer issue resolution
• Develop executive reports summarizing customer situations and escalations

Qualifications

• 6+ years in Customer Success, Helpdesk, Support Engineering, or similar roles
• Strong understanding of applications and infrastructure in large organizations
• Experience with Privilege Access Management solutions such as CyberArk or BeyondTrust
• Proven track record in leading large technology projects across enterprise silos
• Ability to manage multiple projects and responsibilities effectively
• Comfortable engaging with senior stakeholders across various divisions
• Excellent written and verbal communication skills, especially for technical audiences

Benefits

• Opportunity to work with a leading company in Privilege Access Management
• Engagement in a customer-centric role with a focus on success
• Access to ongoing training and professional development
• Collaborative work environment with a strong Customer Success team
• Potential for travel to engage directly with clients
• Involvement in shaping product direction through customer feedback

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.