Technical Account Manager
Own post-sale customer success as the main technical point of contact. Lead onboarding, troubleshoot integrations, run QBRs, and translate product capabilities for enterprise customers in application security and DevSecOps.
About the job
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
Skills
JavaScript, Python, TypeScript, GitHub Actions, Jenkins, CircleCI, APIs, Webhooks, Package Managers, CI/CD
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