Technical Account Manager

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