Technical Account Manager
Own post-sale success for European customers by leading technical onboarding, troubleshooting integrations, enabling product adoption, and advocating for customer needs. The role requires 6+ years in a technical customer-facing position, experience with application security or DevSecOps, and strong developer-facing communication.
About the job
Responsibilities
Account Management
- Own the post-sale relationship as the main point of contact and technical advisor.
- Strategize with Account Executives on upsells, renewals, and expansions.
- Build relationships and executive alignment with customer champions.
- Conduct 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.
Requirements
- 6+ years in a technical customer-facing role, such as Solutions Engineer, Technical Account Manager, Support Engineer, or similar.
- 2+ years as 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, including GitHub Actions, Jenkins, or CircleCI.
- Ability to read and reason about JavaScript, Python, and TypeScript code.
- 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.
- Must be located within the European Union.
Nice to Have
- Experience with SCA, dependency management, or security scanning tools.
- Contributions to open-source projects.
Tools
- Slack
- GitHub
- Zendesk
- Vitally
- HubSpot
- Grafana
Compensation & Benefits
- Market-competitive salary bands.
- Meaningful equity program.
- Comprehensive health benefits for employees and their families, with 99% coverage.
- Flexible time off, holidays, and winter shutdown.
- Paid parental leave.
- Remote-first work with quarterly team off-sites.
Skills
Application Security, DevSecOps, Open Source, GitHub Actions, Jenkins, CircleCI, JavaScript, Python, TypeScript, APIs, Webhooks, Saas Integrations, Package Managers, Slack, GitHub
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