Technical Account Manager, Commercial - Remote

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

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.