Manager, Technical Account Management

Cyberhaven

. Build and lead the Technical Account Manager team .

Posted 10/8/2026full-timeRemote • United StatesSeniorLead💰 $170,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing Technical Account Manager teams, focusing on customer technical outcomes and operational excellence. Proficient in building processes, playbooks, and metrics to enhance customer satisfaction and team performance.

Highest-signal resume keywords

Team ManagementCustomer Technical OutcomesSaaS-Based Security TechnologiesEscalation ManagementNetworking and Security Products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Account ManagementSaaS DeploymentTroubleshootingPerformance MetricsRoot Cause AnalysisLog InterpretationWindows ManagementMacOS ManagementLinux ManagementSecurity Best Practices

Soft Skills

Communication SkillsOrganizational SkillsCoaching and DevelopmentFeedback ProvisionPlanning Skills

Tools & Technologies

SCCMGPOIntuneMDMGoogle Kubernetes EngineSIEMSOARUEBADLP SolutionsCASB Solutions

Industry Keywords

Customer SuccessTechnical SupportEscalation EngineeringEndpoint ManagementHigh-Growth Company

Tech Stack

Tools & technologies

KubernetesLinuxMacOS

About the role

Key responsibilities & impact

Build and lead the Technical Account Manager team
Hire, onboard, develop, coach, and evaluate Technical Account Managers
Set expectations, provide feedback, and conduct career development and performance reviews
Plan headcount, coverage, account assignment, and team balance as the customer base grows
Establish the TAM operating model, including segmentation, coverage, engagement cadence, business reviews, and technical success plans
Define team goals and metrics for account health, agent coverage, deployment progress, adoption, escalations, resolution time, and customer satisfaction
Report team metrics to leadership
Create and maintain playbooks, runbooks, and knowledge base standards
Define handoffs between TAMs, Customer Experience, and Sales
Review account health and intervene on accounts at risk of low adoption, deployment problems, or churn
Serve as senior escalation point for critical customer issues
Coordinate with Engineering to resolve escalations and keep customers informed
Build customer relationships and join executive and business reviews for strategic accounts
Partner with Customer Success and Sales on renewals, expansions, and risk mitigation
Bring customer feedback, feature requests, and recurring issues to Product Management and Engineering
Improve diagnostics, debugging tools, and escalation processes with Engineering and Support Engineering
Lead root cause analysis reviews and preventive follow-ups
Stay current on security trends, best practices, SIEM, SOAR, UEBA, and adjacent technologies

Requirements

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 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 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 in English
Strong organizational and planning skills
Practical knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, and Linux endpoint management, including SCCM, GPO, Intune, MDM, and application management
Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine
Familiarity with SIEM, SOAR, and UEBA
Expertise with DLP, Insider Threat, and CASB solutions
Prior experience leading a TAM team at a security or SaaS company
Experience in an early-stage or high-growth company where processes were still being defined
Background in L2/L3 or Escalation Engineering for EDR or DLP tools

Benefits

Comp & perks

Equity
Commission
Market-competitive compensation
Base salary
Bonus plan or commission structure, depending on the role
AI-assisted interview note-taking may be opted out of when used
Equal opportunity employment