Director, Technical Account Management

Accountabilities • Lead, develop, and scale a high-performing team of Technical Account Managers who act as trusted customer advisors and technical escalation resources.

• Hire, onboard, coach, and manage TAM team members while assessing team capabilities, capacity, and future resourcing requirements.

• Develop and continuously improve TAM processes and workflows, emphasizing automation, efficiency, consistency, and repeatability.

• Provide advanced technical guidance to customers on cybersecurity, threat intelligence, identity security, and the effective use of security data.

• Help customers operationalize threat intelligence within their security workflows, including investigations into threat groups, phishing activity, cybercrime, and other sophisticated threats.

• Create and maintain customer playbooks, enablement materials, and best practices that translate technical capabilities into measurable business outcomes.

• Partner with Customer Success leaders to improve customer adoption, value realization, renewals, and overall account outcomes.

• Collaborate with Product and Engineering teams to resolve technical challenges, address feature requests, document solutions, and improve customer-facing capabilities.

• Establish and refine technical escalation processes across teams to ensure complex customer issues are addressed efficiently and effectively.

• Develop dashboards, KPIs, and measurement frameworks to demonstrate the impact of the TAM function on customer success and commercial outcomes.

• Participate in customer visits and industry events, providing hands-on technical expertise while strengthening strategic customer relationships.

• Share customer insights, market feedback, and technical trends with leadership to inform product development and broader business strategy.

• Drive continuous improvement initiatives and introduce new methodologies that improve customer adoption, technical enablement, and operational efficiency.

• Support customer-facing teams with technical training and enablement, helping colleagues confidently address complex cybersecurity and product questions.

Requirements

• 12+ years of experience in client-facing cybersecurity consulting, technical account management, or related roles, ideally with significant threat intelligence experience.

• Professional background as a SOC analyst, threat researcher, cybersecurity consultant, or similar security-focused technical role.

• Demonstrated experience leading and developing technical teams, preferably within B2B SaaS or technology environments.

• Strong understanding of cybersecurity, cyber threat intelligence, identity threats, external attack surfaces, and modern security operations.

• Experience implementing SaaS solutions and helping customers integrate technology into established security workflows.

• Hands-on experience with APIs and webhooks, with the ability to understand and support technical integrations.

• Basic Python development skills and the ability to work comfortably with technical data and automation concepts.

• Excellent problem-solving skills, with the ability to diagnose complex technical challenges and develop practical solutions.

• Exceptional communication and interpersonal skills, including the ability to explain complex technical concepts clearly to both technical and executive audiences.

• Strong cross-functional collaboration skills and experience partnering with Customer Success, Product, Engineering, Sales, and other business functions.

• Strong organizational and prioritization skills, with the ability to manage multiple customer needs and drive issues through to resolution.

• Strategic, customer-focused leadership style with the ability to balance hands-on technical involvement with team management and organizational development.

• Willingness to participate in customer visits, industry events, and occasional work outside standard business hours to support customers globally.

Benefits

• Competitive salary.

• Performance-based bonus structure.

• Stock options.

• Health coverage and insurance.

• Flexible work-from-anywhere environment.

• Unlimited vacation.

• Flexible approach to work-life balance.

• Opportunities to attend company events and team activities.

• Opportunity to join a high-growth cybersecurity startup where individual contributions can have immediate and visible impact.

• Support for personal and professional development in an innovative, collaborative environment.

• Opportunity to work alongside an experienced, passionate, and internationally recognized cybersecurity team.

• Exposure to cutting-edge threat intelligence, cybersecurity research, SaaS technology, and customer security programs.

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