Technical Account Manager

Glow; United States; À distance; USD 110 000 - 140 000; Plein temps

Résumé du poste

Glow is seeking a Technical Account Manager to lead post-sales technical relationships with Glow customers. You will onboard, implement, drive adoption, and partner with customers to deliver ongoing value.

This highly technical, high-ownership role requires coordinating with Product, Engineering, and Data teams, resolving complex issues, and sometimes supporting pre-sales as a SME for strategic opportunities.

Qualifications

• Experience in a customer-facing technical role such as Technical Account Manager, Solutions Architect, Customer Success Engineer, Sales Engineer, or similar.
• Strong preference for experience in cybersecurity companies or with highly technical products.
• Native-level English, as this role requires frequent, direct interaction with customers.
• Ability to build trusted relationships with customer stakeholders across security, IT, and technical teams.
• Experience leading technical onboarding, implementation, and adoption processes for enterprise customers.
• Strong troubleshooting and problem-solving skills across integrations, APIs, workflows, and product behavior.
• Ability to work cross-functionally with Engineering, Product, and Data teams and translate customer needs into practical technical outcomes.
• Strong ownership and self-sufficiency, with the ability to navigate ambiguity and drive solutions forward with limited oversight.
• Strong written and verbal communication skills, including customer updates, technical documentation, and cross-functional coordination.
• Ability to manage multiple customer engagements in parallel with strong prioritization and follow-through.

Responsabilités

• Lead customer onboarding and implementation activities, including kickoff, planning, technical coordination, and follow-through.
• Serve as the primary technical point of contact for customers throughout the post-sales lifecycle.
• Help customers connect relevant integrations, configure workflows, and align Glow to their priorities and environment.
• Run regular customer meetings to review progress, findings, open items, technical questions, and next steps.
• Drive customer adoption by helping teams understand Glow capabilities, recommended workflows, and best practices.
• Work closely with Product, Engineering, and Data teams to investigate issues, shape solutions, and close gaps impacting customer success.
• Develop deep product and technical expertise, with the ability to troubleshoot independently and drive practical solutions for customer needs.
• Partner with customers to define, track, and evolve success criteria based on their goals and use cases.
• Identify opportunities to expand value by introducing additional use cases, integrations, workflows, and capabilities.
• Support select pre-sales activities as a product and technical SME, partnering with account teams on strategic customer conversations when needed.

Connaissances

Customer-facing experience

Cybersecurity

Native English

Relationship building

Enterprise onboarding

Troubleshooting

Cross-functional collaboration

Self-sufficiency

Technical SME

Communication skills

Description du poste

About Glow

Glow is on a mission to transform how enterprises proactively protect the modern endpoint with an agentic-first approach. Our platform gives security teams the visibility, context, and autonomous remediation they've never had before — across every endpoint, application, and AI tool in the environment. We move fast, we build things that matter, and we believe security should be a force multiplier for the business, not a bottleneck. Let's Glow.

SUMMARY

We are looking for a Technical Account Manager to lead the post-sales technical relationship with Glow customers. You will guide customers through onboarding and implementation, help them adopt Glow effectively, and partner with them over time to drive ongoing value.

This is a highly technical, high-ownership role. You'll work directly with customers, partner closely with Product, Engineering, and Data, and independently solve technical challenges and bring practical solutions to customers. You may also support select pre-sales activities as a technical and product SME for strategic opportunities.

WHAT YOU'LL DO

• Lead customer onboarding and implementation activities, including kickoff, planning, technical coordination, and follow-through.

• Serve as the primary technical point of contact for customers throughout the post-sales lifecycle.

• Help customers connect relevant integrations, configure workflows, and align Glow to their priorities and environment.

• Run regular customer meetings to review progress, findings, open items, technical questions, and next steps.

• Drive customer adoption by helping teams understand Glow capabilities, recommended workflows, and best practices.

• Work closely with Product, Engineering, and Data teams to investigate issues, shape solutions, and close gaps impacting customer success.

• Develop deep product and technical expertise, with the ability to troubleshoot independently and drive practical solutions for customer needs.

• Partner with customers to define, track, and evolve success criteria based on their goals and use cases.

• Identify opportunities to expand value by introducing additional use cases, integrations, workflows, and capabilities.

• Support select pre-sales activities as a product and technical SME, partnering with account teams on strategic customer conversations when needed.

WHAT YOU'LL BRING

• Experience in a customer-facing technical role such as Technical Account Manager, Solutions Architect, Customer Success Engineer, Sales Engineer, or similar.

• Strong preference for experience in cybersecurity companies or with highly technical products.

• Native-level English, as this role requires frequent, direct interaction with customers.

• Ability to build trusted relationships with customer stakeholders across security, IT, and technical teams.

• Experience leading technical onboarding, implementation, and adoption processes for enterprise customers.

• Strong troubleshooting and problem-solving skills across integrations, APIs, workflows, and product behavior.

• Ability to work cross-functionally with Engineering, Product, and Data teams and translate customer needs into practical technical outcomes.

• Strong ownership and self-sufficiency, with the ability to navigate ambiguity and drive solutions forward with limited oversight.

• Strong written and verbal communication skills, including customer updates, technical documentation, and cross-functional coordination.

• Ability to manage multiple customer engagements in parallel with strong prioritization and follow-through.

BONUS POINTS:

• Experience working with cybersecurity, endpoint security, SaaS security, or enterprise IT products.

• Familiarity with common enterprise systems such as EDR, MDM, IAM, ticketing/ITSM, and collaboration platforms.

• Experience supporting both post-sales customer success and technical pre-sales motions.

• Prior experience helping build post-sales processes, customer playbooks, and repeatable operating models.

_ At Glow, we believe our greatest strength is our people. We're committed to building an inclusive workplace where every team member feels welcomed, respected, and empowered to do their best work. We know that diverse backgrounds, experiences, and perspectives make us stronger as a company and better partners to our customers.

Glow is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an environment free from discrimination and harassment. We make all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.