Technical Account Manager

Job description

About Us Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers - from Anthropic to xAI, and Figma to Vercel - love Socket (just check out their tweets https://socket.dev/love to see for yourself!) Founded by Feross Aboukhadijeh https://www.linkedin.com/in/feross/, a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $ https://socket.dev/blog/series-b125M in funding https://socket.dev/blog/series-c from top angels, operators, and security leaders. About the Role You'll own customer success post-sale. That means understanding how each customer wants to use Socket, helping them get there, and solving problems when things break. This is a product-focused, technical role. You'll spend your time learning customer environments, asking the right questions to uncover blockers, and translating product capabilities into solutions. You're also the front line for technical support. We don't have a separate support team. When something doesn't work as expected, you investigate. AEs own renewals and expansion. You own making the customer successful with the product. What You'll Do Account Management - Own post sales relationship as the main point of contact and technical advisor - Strategize with AEs on upsells, renewals and expansions - Relationship building and executive alignment with our Champions - Conducting Quarterly Business Reviews with strategic customers - Build measurable customer success plans Onboarding & Implementation - Lead technical onboarding for new enterprise customers, from initial setup through full integration - Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling - Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value Technical Troubleshooting - Investigate and resolve integration, configuration, and compatibility issues - Respond to customer issues in dedicated Slack channels - Use logs and telemetry to identify root causes and document fixes - Escalate to Engineering when needed and follow through to resolution Product Enablement - Run discovery conversations to understand customer goals and use cases - Translate complex product capabilities into practical, developer-friendly guidance - Conduct architecture reviews and security posture assessments - Deliver workshops, office hours, and deep-dives that drive adoption Customer Advocacy - Bring technical feedback and field intelligence back to Product and Engineering - Surface patterns that inform roadmap priorities - Contribute documentation and internal tooling to scale the Technical Success practice What You'll Bring - 6+ years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar) - 2+ years of experience being the dedicated point of contact for customers with an emphasis on quarterly health checks and success - Background in application security, DevSecOps, or open-source ecosystems - Experience with developer tooling and CI/CD platforms (GitHub Actions, Jenkins, CircleCI, etc.) - Ability to read and reason about code (JavaScript, Python, TypeScript) - Familiarity with APIs, webhooks, and SaaS integration patterns - Hands-on experience with Package Managers - Comfort troubleshooting in production environments alongside engineering teams - Clear written and verbal communication with developers, security practitioners, and executives - Willingness to travel for customer and company meetings as needed Nice to Have - Experience with SCA, dependency management, or security scanning tools - Contributions to open-source projects Tools You'll Use Slack, GitHub, Zendesk, Vitally, HubSpot, Grafana Our Interview Process 1. Informational call with someone from our Talent team 2. Virtual f2f with our Head of Customer Engineering 3. Virtual f2f with a peer 4. Presentation 5. Final interview with our Founder & CEO 6. References 7. Decision We know how important clarity is when looking for a new role, so we've put together a read-me about the Interview Process at Socket. https://drive.google.com/file/d/131klYMcRGJnuRlEPdSN4MJ4EzCINJTft/view?usp=sharing Benefits: Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer: - Market competitive salary bands - Meaningful equity program - Comprehensive health benefits for you and your family (99% coverage) - Flexible time-off, holidays, and winter shutdown to rest & recharge - Paid parental leave - Remote-first, with quarterly team off-sites At Socket, we 1. Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction. 2. Move with urgency and focus: We prioritize swift, decisive action. 3. Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions. 4. Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve. 5. Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we're non-territorial regarding our nominal domains. 6. Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction.