Manager, Technical Account Management

Overview

Lead and grow a team of Technical Account Managers who own the technical relationship with customers, from onboarding through renewal, for Cyberhaven's Agentic Data Security platform. Reports to the VP of Support and Technical Account Management.

What you'll do

• Hire, onboard, and develop Technical Account Managers, setting clear expectations, giving regular feedback, and running career development and 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 how accounts are assigned and balanced across the team.
• Establish the TAM operating model: account segmentation, coverage, engagement cadence, business review format, and technical success plans.
• Set the team's goals and metrics, such as account health, agent coverage and deployment progress, adoption, escalation volume and time to resolution, and customer satisfaction, and report on them to leadership.
• Create and maintain playbooks, runbooks, and knowledge base standards so TAMs handle common situations the same way.
• Define handoffs between TAMs and Customer Experience and Sales so customers always know who owns what.
• Review account health across the team's book of business and step in early on accounts at risk of low adoption, deployment problems, or churn.
• Act as the senior escalation point for critical customer issues, ensuring TAMs bring clear reproductions and context to Engineering and customers stay informed through resolution.
• Build relationships with customers and join executive and business reviews for strategic accounts.
• Work with Customer Success and Sales on renewals, expansions, and risk mitigation, providing technical input and account insight.
• Collect customer feedback, feature requests, and recurring issues and bring them to Product Management and Engineering with the technical and business context behind them.
• Work with Engineering and Support Engineering to improve diagnostics, debugging tools, and escalation processes.
• Run root cause analysis reviews on significant incidents and drive preventive follow-ups so issues do not repeat.
• Stay current on industry trends, security best practices, and adjacent technologies such as SIEM, SOAR, and UEBA, and bring them into the team's guidance to customers.

What you'll need

• 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.
• Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies.
• 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.

Nice to have

• Familiarity with adjacent technologies that Cyberhaven integrates with (SIEM, SOAR, UEBA).
• Expertise with DLP, Insider Threat, and CASB solutions.
• Prior experience leading a TAM team at a security or SaaS company.
• Experience working in an early-stage or high-growth company where the team's processes were still being defined.
• Background in L2/L3 or Escalation Engineering for EDR or DLP tools.

Details

• Location: United States.