Manager, Technical Account Management

Job description

## About the Role Cyberhaven is looking for a Manager, Technical Account Management to build and lead the team of Technical Account Managers who own the technical relationship with our customers. Your team is accountable for how each customer deploys, adopts, and gets value from Cyberhaven's Agentic Data Security platform, from onboarding through renewal. You will hire and develop the team, define how TAMs work with accounts, and make sure customers get a consistent, proactive technical partner and experience. You are a people leader with a technical background in security SaaS and endpoint agents, and you are comfortable in a fast-paced, high-growth environment where the team's processes are still being written. You will coach TAMs on and step in on critical escalations when needed. You will also work cross-functionally with Product, Engineering, Support Engineering, Customer Experience, and Sales to turn what the team learns from customers into improvements to the product and to how we serve customers. Technical depth, a strong client focus, and experience leading customer-facing technical teams are required. You will report to the VP of Support and Technical Account Management. ## What You’ll Do ### **Lead and grow the team** - Hire, onboard, and develop Technical Account Managers. Set clear expectations, give regular feedback, and run 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. ### **Define how the TAM function operates** - 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. Report on them to leadership. - Create and maintain playbooks, runbooks, and knowledge base standards so TAMs handle common situations the same way. - Define the handoffs between TAMs and Customer Experience and Sales so customers always know who owns what. ### **Own customer outcomes** - 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. Make sure TAMs bring clear reproductions and context to Engineering, and that customers stay informed through resolution. - Build relationships with customes, 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. ### **Be the voice of the customer** - Collect customer feedback, feature requests, and recurring issues from the team 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. ## Who You Are - 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. ### **Desired** - 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. Joining Cyberhaven means joining the team building Data Security for the Agentic Enterprise. Traditional tools fall short. Cyberhaven traces the full lifecycle of your data, adapting protection to changing context, so protection moves with the way people actually work, not against it. AI Changed Work. We Protect It. Backed by $250M from leading investors like Khosla and Redpoint, our team includes leaders who built industry-defining technologies at CrowdStrike, Palo Alto Networks, Meta, Google, and more. This role lets you shape the future of data security, working alongside people driven to protect workflows, not just data, for customers who cannot afford to slow down to stay safe. **AI Tools Disclosure:** As part of Cyberhaven's hiring process, we use recruiting tools that include AI-powered features to help with tasks like scheduling, note-taking, workflow automation, and other recruiting activities ("AI Tools"). The AI Tools may process information you provide during the application and interview process. When AI-assisted interview note taking is used, candidates are notified in advance and have the option to opt out of the AI-assisted interview note taking. *Cyberhaven is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.*