Technical Account Management Leader

Cyberhaven; South Carolina; On-site; USD 140,000 - 190,000; Full time

Job summary

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a team of Technical Account Managers who own the technical relationship with customers from onboarding through renewal.

You will hire, develop, and coach TAMs, collaborating with Product, Engineering, Support Engineering, Customer Experience, and Sales to translate customer insights into product and service improvements, while ensuring proactive technical partnerships and outcomes.

Qualifications

• 3+ years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar staff.
• ~7+ years in customer-facing technical roles.
• Track record of hiring, developing, and retaining strong technical people, with fair handling of performance issues.
• 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 end-to-end.
• Proven experience managing escalated technical customer issues and working directly with engineering teams.
• Excellent verbal and written communication skills (English) with both hands-on practitioners and executive stakeholders.
• Strong organizational and planning skills with the ability to manage multiple priorities and timelines across a team and its accounts.
• Knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, Linux endpoint management (SCCM, GPO, Intune, MDM).
• Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine to coach others.

Responsibilities

• Hire, onboard, and develop Technical Account Managers. Set expectations, provide feedback, and conduct performance reviews.
• Coach TAMs on account strategy, technical troubleshooting, executive communication, and managing difficult customer situations.
• Build a team culture of growth mindset, ownership, curiosity, and accountability for customer outcomes.
• Plan headcount and coverage as the customer base grows, including account assignment and balance across the team.
• Establish the TAM operating model: account segmentation, coverage, engagement cadence, and technical success plans.
• Set team goals and metrics (account health, deployment progress, adoption, escalation time, customer satisfaction) and define handoffs with Customer Experience and Sales.
• Own customer outcomes and review account health, stepping in on at-risk accounts.
• Act as senior escalation point for critical issues; ensure clear reproduction and context for Engineering and timely updates to customers.
• Build relationships with customers and participate in executive/business reviews for strategic accounts.
• Collaborate with Customer Success and Sales on renewals and expansions, providing technical input and account insight.
• Be the voice of the customer and relay feedback and recurring issues to Product Management and Engineering with context.
• Run root cause analyses on incidents and drive preventive follow-ups to avoid repeats.
• Stay current on industry trends and security best practices; bring relevant technologies (SIEM, SOAR, UEBA) into customer guidance.

Skills

Team leadership

Executive communication

Customer-facing tech

Account management

Escalation management

Security tech depth

Hiring and development

Job description

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a team of Technical Account Managers who own the technical relationship with customers from onboarding through renewal.

You will hire, develop, and coach TAMs, collaborating with Product, Engineering, Support Engineering, Customer Experience, and Sales to translate customer insights into product and service improvements, while ensuring proactive technical partnerships and outcomes.