Technical Account Manager | AI AppSec

Job description

**Location:** NYC Office, Hybrid ## Why We’re Hiring As Escape grows, our customers need more than a powerful security platform. They need a trusted technical partner who understands their environment, helps them deploy Escape successfully, and ensures they continue getting meaningful value from it. ## The Role You will join the NYC office as a key member of our Post-Sales team, collaborating closely with Jess, our Head of Customer Success. As the primary post-sales technical partner for a portfolio of customers, you will guide them from handover to deployment through to long-term adoption. You’ll work directly with technical stakeholders, including Application Security teams, security engineers, developers, and platform leaders in a global context. This is not a traditional Customer Success role. It demands strong technical expertise and the credibility to work alongside engineering and security teams. Your responsibilities include: - Owning the customer relationship post-sales, starting at handoff from Sales Engineering - Guiding customers through production deployment, product configuration, technical integrations, and adoption - Troubleshooting and resolving technical challenges, using scripting and workflow automation as needed - Connecting Escape to customers’ existing engineering and security processes - Collaborating with Sales Engineering, Product, and Engineering teams throughout the customer lifecycle - Traveling for in-person customer engagements, workshops, conferences, and company offsites ## What You Bring - An engineering degree in computer science, software engineering, cybersecurity, or a similar technical field - 3+ years of technical customer-facing experience within SaaS, cybersecurity, developer tools, or another deep-tech environment - Technical credibility with engineering leaders, developers, application and platform security teams - Deep understanding of software architecture, APIs, integrations, and modern development environments, AI and pentesting. - Hands-on experience with scripting, troubleshooting, or workflow automation - Ability to investigate and resolve complex technical issues - Strong customer instincts: you can build trust, manage expectations, and translate technical concepts clearly for different audiences - The ability to manage several customer priorities while maintaining strong follow-through and attention to detail - Motivation to work autonomously and help build the foundations of a fast-growing Post-Sales team - Willingness to work from the NYC office and travel as needed ### Bonus Points - Experience in application security, DAST, API security, penetration testing, or vulnerability management - Previous experience as a software engineer, solutions engineer, technical consultant, or security engineer - Familiarity with GraphQL, REST APIs, CI/CD pipelines, cloud environments, or developer tooling - Experience supporting enterprise customers through complex technical deployments - Experience contributing to renewals, expansions, or technical account plans ## What Success Looks Like **First 3 Months:** - Confidently demo Escape and explain our technical differentiators. - Develop a strong understanding of our platform, customers, use cases, architecture, and integrations. - Learn our post-sales processes and the most common technical challenges our customers encounter. - Begin owning customer conversations and technical follow-ups alongside Jess and the wider team. - Successfully manage your first customer handovers from POC to production. - Build trusted relationships with stakeholders across security, engineering, and product teams. **3–6 Months:** - Independently own the technical relationship for a portfolio of customers. - Lead onboarding, deployment, integrations, and technical workshops. - Maintain clear account plans covering customer objectives, adoption, risks, and next steps. - Proactively identify and resolve technical or adoption blockers before they become renewal risks. - Identify opportunities for deeper adoption, new use cases, and account expansion. - Establish a strong collaborative rhythm with Customer Success, Sales Engineering, Product, and Engineering. **6–12 Months:** - Become a trusted technical advisor to customers, including senior security and engineering stakeholders. - Drive measurable improvements in product adoption, customer retention, and expansion. - Help turn successful customers into reference customers, case studies, and advocates. - Build repeatable onboarding, integration, and technical account management processes. - Bring structured customer insights that directly influence Escape’s product roadmap. - Help shape how the Technical Account Management function grows within our Post-Sales team. ## What We Offer - Hands-on exposure to APIs, integrations, scripting, automation, and real-world cybersecurity challenges. - Full autonomy and genuine ownership in a high-impact customer-facing role. - Regular customer visits, company offsites, and opportunities to represent Escape at industry events. - The opportunity to help build and scale our TAM function from an early stage. ## Hiring Process - 30-minute introductory call with People & Talent. - At-home technical challenge using the Escape platform, focused on scripting and problem-solving. You’ll have a maximum of 4 hours to complete it. - 45-minute conversation with Jess, our Head of Customer Success, to discuss your experience, approach, and technical challenge. - 45-minute conversation with the founders. - Reference checks, then offer. Total process: 2–3 weeks. We’ll keep you informed throughout. Escape is an equal opportunity employer.