Technical Account Manager

Job description

7AI is seeking a Technical Account Manager to join our growing team as the primary business and technical partner for our customers. This is a highly strategic, cross-functional role for someone who combines strong customer success leadership with technical implementation depth and operational execution. You’ll help customers deploy, operationalize, and scale 7AI across critical security workflows while driving measurable business outcomes and long-term adoption. As one of the early members of our CX organization, you will play a key part in shaping how we deliver a three-star Michelin experience at scale, influence product direction through customer insight, and build the operational foundation for AI-enabled customer outcomes. You will partner closely with Product, Engineering, and Sales to lead onboarding, adoption, value realization, and expansion readiness across customer accounts. You’ll drive technical enablement, workflow alignment, stakeholder alignment, and strategic guidance while serving as an accountable owner for the post-sale customer lifecycle. # **Key Responsibilities** - Own the end-to-end customer lifecycle post-sale, including onboarding, adoption, value realization, and expansion readiness. - Build and drive success plans, stakeholder maps, program milestones, and cross-functional workstreams. - Lead onboarding execution, workflow alignment, and operational enablement activities. - Tailor solutions during onboarding to maximize long-term customer success and value realization. - Maintain hands-on ownership of customer environments, including platform configuration, Skills and workflow creation, and ongoing tuning and optimization. - Proactively monitor customer health and platform performance, identify degradations or areas of concern. - Drive adoption by helping customers mature workflows and expand usage over time. - Run customer communication cadences, including status reviews, executive check-ins, QBRs, and ad hoc customer discussions. - Manage customer health, risks, blockers, and escalations through strong cross-functional coordination. - Serve as the first line of defense for customer questions and escalations, providing initial technical guidance, customer education, and enablement. - Surface customer insights and product feedback to help improve the platform and inform roadmap priorities. - Identify opportunities to expand customer adoption and usage based on evolving business needs, security workflows, and demonstrated value. # **Requirements** - 5+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, Implementation, or a similar customer-facing role. - Experience managing enterprise or strategic customer relationships in cybersecurity, AI, or other complex technology environments. - Strong program management skills, with the ability to drive alignment across multiple stakeholders, workstreams, and milestones. - Technical fluency with workflows, integrations, APIs, platform implementations, and operational systems. - Ability to translate technical concepts into clear business value for both practitioner and executive audiences. - Demonstrated history of exceptional customer advocacy, with the confidence to challenge internal assumptions and norms in service of customer outcomes. - Proven track record of driving onboarding, adoption, change management, and measurable customer outcomes. - Strong judgment in navigating ambiguity, prioritizing issues, and driving resolution. - Excellent written and verbal communication skills. - Experience with AI, automation, and security operations platforms preferred. - Experience in startup or high-growth environments preferred.