Technical Account Management Lead

Cyberhaven; Columbia (SC); On-site; USD 130,000 - 190,000; Full time

Job summary

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a team of Technical Account Managers responsible for the technical relationship with customers. You will hire, onboard, and develop TAMs, define operating models, and ensure proactive guidance from onboarding through renewal.

You will collaborate with Product, Engineering, Support Engineering, Customer Experience, and Sales to translate customer feedback into product and service improvements, while coaching teams on

Qualifications

• 3+ years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar customer-facing technical staff.
• 7+ years in customer-facing technical roles.
• Track record of hiring, developing, and retaining strong technical people, and of handling performance issues directly and fairly.
• Experience building or scaling a TAM, Support, or Customer Success function, including processes, playbooks, and metrics.
• Demonstrated ability to own customer technical outcomes from implementation through steady-state operation, and to understand a customer's architecture and environment end-to-end.
• Proven experience managing escalated technical customer issues and working directly with engineering teams.
• Excellent verbal and written communication skills (English), including the ability to engage both hands-on practitioners and executive stakeholders.
• Strong organizational and planning skills, with the ability to manage multiple priorities, set timelines, and track progress across a team and its accounts.
• Practical knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, and Linux endpoint management (SCCM, GPO, Intune, MDM, and application management).
• Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine well enough to coach others and guide technical investigations.

Responsibilities

• Build and lead the team of Technical Account Managers.
• Hire, onboard, and develop TAMs; set expectations and conduct performance reviews.
• Coach TAMs on account strategy, technical troubleshooting, and executive communication.
• Establish TAM operating model including account segmentation, coverage, cadence, and success plans.
• Set goals and metrics for account health, deployment progress, adoption, escalation time, and customer satisfaction.
• Collaborate with Product, Engineering, Support Engineering, Customer Experience, and Sales to drive product and service improvements.
• Be the voice of the customer by collecting feedback and routing it to Product Management and Engineering.
• Own customer outcomes and review at-risk accounts, stepping in early when adoption lags or churn risk arises.
• Serve as escalation point for critical issues and coordinate with Engineering to provide timely resolutions.
• Participate in executive reviews for strategic accounts and support renewals and expansions with technical input.

Skills

Team leadership

Customer-facing

Executive communication

Cross-functional collaboration

Strategic thinking

Problem solving

English proficiency

Tools

SIEM

SOAR

UEBA

Windows

macOS

Linux

Job description

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a team of Technical Account Managers responsible for the technical relationship with customers. You will hire, onboard, and develop TAMs, define operating models, and ensure proactive guidance from onboarding through renewal.

You will collaborate with Product, Engineering, Support Engineering, Customer Experience, and Sales to translate customer feedback into product and service improvements, while coaching teams on