Technical Account Manager, Commercial at Socket

Matcha; Northern (KY); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Competitive salary bands

Equity program

Health benefits for you and family

Remote-first with team off-sites

Paid parental leave

Flexible time-off

Job summary

Socket is seeking a technically skilled Customer Success professional to own post-sale relationships with a portfolio of commercial customers. You will align with AEs on renewals, drive onboarding and integration, and troubleshoot production issues in collaboration with engineering teams.

You’ll translate complex product capabilities into practical guidance, run discovery conversations, and deliver workshops that drive adoption across CI/CD environments. Remote-first culture with team off-sites.

Qualifications

• 3+ years in a technical customer-facing role (Solutions Engineer, TAM, Support Engineer, or similar)
• 1+ years as dedicated point of contact for customers with quarterly health checks and success focus
• Background in Socket’s product areas or Linux systems administration, networking, firewalls, and Docker
• Experience with developer tooling and CI/CD platforms (GitHub Actions, Jenkins, CircleCI, etc.)
• Ability to read and reason about code (JavaScript, Python, TypeScript)
• Familiarity with APIs, webhooks, and SaaS integration patterns
• Hands-on experience with package managers
• Clear written and verbal communication with developers, security practitioners, and executives
• Willingness to travel for customer and company meetings as needed

Responsibilities

• Own post-sales relationship as the main point of contact and technical advisor
• Strategize with AEs on upsells, renewals and expansions
• Relationship building and executive alignment with Champions
• Conduct Quarterly Business Reviews with strategic customers
• Build measurable customer success plans
• Lead technical onboarding for new enterprise customers from setup to full integration
• Configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling
• Build repeatable onboarding playbooks, scripts, and automations
• Investigate and resolve integration, configuration, and compatibility issues
• Respond to customer issues in dedicated Slack channels
• Use logs and telemetry to identify root causes and document fixes
• Escalate to Engineering when needed and follow through to resolution
• Run discovery conversations to understand customer goals and use cases
• Translate product capabilities into practical guidance
• Conduct architecture reviews and security posture assessments
• Deliver workshops, office hours, and deep-dives that drive adoption
• Bring technical feedback to Product and Engineering and surface roadmap patterns
• Contribute documentation and internal tooling to scale the Technical Success practice

Skills

Technical customer-facing

CI/CD tooling

Code reading

APIs & webhooks

Travel willingness

Cross-functional collaboration

Tools

Slack

GitHub

Zendesk

Vitally

HubSpot

Grafana

Job description

About Us

Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers - from Anthropic to xAI, and Figma to Vercel - love Socket (just check out their tweets to see for yourself!)

Founded by Feross Aboukhadijeh, a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $125M in funding from top angels, operators, and security leaders.

About the Role

You’ll own customer success post-sale for a portfolio of commercial customers. That means understanding how each customer wants to use Socket, helping them get there quickly, and solving problems when things break.

This is a product-focused, technical role. You’ll balance hands‑on customer guidance with scalable programs that help many customers adopt Socket successfully. You’ll learn customer environments, uncover blockers, and translate product capabilities into practical solutions. You’re also the front line for technical support. We don’t have a separate support team. When something doesn’t work as expected, you investigate.

AEs own renewals and expansion. You own making customers successful with the product and building repeatable motions that scale.

What You’ll Do

Account Management

• Own post sales relationship as the main point of contact and technical advisor
• Strategize with AEs on upsells, renewals and expansions
• Relationship building and executive alignment with our Champions
• Conducting Quarterly Business Reviews with strategic customers
• Build measurable customer success plans

Onboarding & Implementation

• Lead technical onboarding for new enterprise customers, from initial setup through full integration
• Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling
• Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value

Technical Troubleshooting

• Investigate and resolve integration, configuration, and compatibility issues
• Respond to customer issues in dedicated Slack channels
• Use logs and telemetry to identify root causes and document fixes
• Escalate to Engineering when needed and follow through to resolution

Product Enablement

• Run discovery conversations to understand customer goals and use cases
• Translate complex product capabilities into practical, developer-friendly guidance
• Conduct architecture reviews and security posture assessments
• Deliver workshops, office hours, and deep-dives that drive adoption

Customer Advocacy

• Bring technical feedback and field intelligence back to Product and Engineering
• Surface patterns that inform roadmap priorities
• Contribute documentation and internal tooling to scale the Technical Success practice
  

What You’ll Bring

• 3 years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar)
• 1+ years of experience being the dedicated point of contact for customers with an emphasis on quarterly health checks and success
• Background in Socket’s key product areas: Application Security, DevSecOps, package managers, or open-source ecosystems OR Linux systems administration, networking, firewalls, and Docker
• Experience with developer tooling and CI/CD platforms (GitHub Actions, Jenkins, CircleCI, etc.)
• Ability to read and reason about code (JavaScript, Python, TypeScript)
• Familiarity with APIs, webhooks, and SaaS integration patterns
• Hands‑on experience with package managers
• Comfort troubleshooting in production environments alongside engineering teams
• Clear written and verbal communication with developers, security practitioners, and executives
• Willingness to travel for customer and company meetings as needed

Nice to Have

• Experience supporting commercial or mid-market customer segments
• Experience with SCA, dependency management, or security scanning tools
• Experience designing one-to-many customer programs
• Contributions to open-source projects

Tools You’ll Use

Slack, GitHub, Zendesk, Vitally, HubSpot, Grafana

Our Interview Process

1. Informational call with someone from our Talent team
2. Virtual f2f with technical leadership
3. Virtual f2f with a peer
4. Presentation
5. Final interview with our Founder & CEO
6. References
7. Decision

Hiring is a big decision on both sides. Read more about our Hiring Philosophy and how we approach the process at Socket.

Benefits:

• Market competitive salary bands
• Meaningful equity program
• Comprehensive health benefits for you and your family (99% coverage)
• Flexible time-off, holidays, and winter shutdown to rest & recharge
• Paid parental leave
• Remote-first, with quarterly team off-sites

At Socket, we

1. Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.
2. Move with urgency and focus: We prioritize swift, decisive action.
3. Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions.
4. Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve.
5. Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we’re non-territorial regarding our nominal domains.
6. Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction.