Technical Account Manager

Overview

Technical Account Manager who acts as the technical owner of assigned customer accounts for Cyberhaven's Agentic Data Security platform, advising Security, IT and customer operations teams and coordinating with Product, Engineering and Customer Success.

What you'll do

• Own the technical relationship for assigned accounts, with end-to-end knowledge of each customer's architecture, deployment, configuration, policies and integrations.
• Partner with customers and Customer Experience teams through onboarding and rollout, including agent deployment strategy, policy design and phased adoption plans.
• Build and maintain strong relationships with stakeholders across your book of business, managing expectations and ensuring stakeholder satisfaction.
• Run regular check-ins and business reviews covering technical health, adoption, risk and goals, and raise emerging concerns before they escalate.
• Monitor account health, agent coverage and usage patterns, identify gaps, misconfigurations and underused capabilities, and recommend optimizations.
• Create and drive technical success plans that align customer objectives with Cyberhaven capabilities and deliverables.
• Guide customers through upgrades, new feature rollouts and environment changes (OS releases, MDM/GPO changes, network or infrastructure changes) to avoid disruption.
• Advise customers on integrations with adjacent technologies such as SIEM, SOAR and UEBA.
• Stay current on industry trends and security best practices, and bring them to customers.
• Analyze, troubleshoot, escalate and resolve complex technical issues across endpoint agents, cloud and SaaS integrations, and platform configuration.
• Reproduce customer issues and document clear steps to replicate for Engineering and Development.
• Serve as the internal and external point of contact on critical escalations, drive prioritization with support engineering, and keep customers informed through resolution.
• Perform root cause analysis and drive preventive follow-ups so issues do not repeat.
• Coordinate customer feedback and feature requests to Product Management, Development and Operations, with the technical and business context behind them.
• Collaborate with Customer Success and Sales on renewals, expansions and risk mitigation, providing technical input and account insight.
• Develop and maintain knowledge base articles, playbooks and best-practice resources.

What you'll need

• 3+ years of hands-on EDR/DLP endpoint experience.
• Expertise with DLP, Insider Threat and CASB solutions.
• 3+ years in a Technical Account Management, Solutions/Sales Engineering, Professional Services, Technical Support or similar customer-facing technical role.
• 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 resolving escalated technical customer issues and working directly with engineering teams.
• Strong organizational and planning skills, with the ability to manage multiple accounts and priorities, set timelines, track progress and maintain clear documentation (success plans, project plans, status reports).
• Excellent verbal and written communication skills in English, including the ability to engage both hands-on practitioners and executive stakeholders.
• Practical knowledge of networking, security products and enterprise network infrastructure.
• Deep knowledge of Windows, macOS and Linux, including SCCM, GPO, Intune, registry configuration, PowerShell scripting, MDM, application management and basic terminal skills.
• Software debugging skills: reading and searching logs (Windows, macOS, Linux and Google Kubernetes Engine), running diagnostic scripts and process management.
• Knowledge of system software design (services, drivers, agents).
• Experience with SaaS-based security products and endpoint agents (Windows, macOS and Linux).

Nice to have

• Familiarity with adjacent technologies that Cyberhaven integrates with (SIEM, SOAR, UEBA).
• Prior experience as a TAM or in a similar proactive, account-owning role at a security or SaaS company.
• Background in L2/L3 or Escalation Engineering for EDR or DLP tools.

Details

• Reports to the Manager of Technical Account Managers.
• Based in the EST timezone to support customers.
• Location: United States.