Technical Account Manager

This is a fully remote position, open to applicants in Asia.

📋 Description

• Take ownership of and manage a portfolio of enterprise, government, and partner accounts throughout the APJ region.

• Act as the main post-sale contact and provide technical advice.

• Establish connections with security leaders, practitioners, and executive stakeholders.

• Lead the onboarding and implementation process, including handoffs, kickoffs, integration, and architectural planning.

• Assist customers in deploying, testing, and troubleshooting cloud connectors, Splunk, Jira, ServiceNow, SIEM/SOAR platforms, and Censys API integrations.

• Create customer success plans that align with security priorities and desired outcomes.

• Facilitate business reviews, adoption reviews, and roadmap discussions.

• Inform customers about new features, platform workflows, Beta Programs, and Design Partnerships.

• Monitor product adoption, usage trends, health indicators, and customer engagement.

• Identify potential risks and implement mitigation strategies to enhance customer retention.

• Collaborate with Account Executives on renewals, expansions, and account strategies.

• Spot opportunities for upselling, cross-selling, and broader platform adoption.

• Provide support to regional channel and MSSP partners.

• Assist in customer advocacy initiatives, which include references, case studies, and advisory programs.

• Maintain account forecasts, health scores, and renewal information in Gainsight and Salesforce.

• Represent the voice of APJ customers internally to Product and Engineering teams.

• Coordinate with Support and Professional Services to resolve customer issues.

• Contribute to developing scalable customer success processes and playbooks in the APJ region.

⛳️ Requirements

• A minimum of 3 years in Technical Account Management, Customer Success, Solutions Engineering, or related roles in B2B SaaS, preferably within cybersecurity, infrastructure, cloud, or networking.

• Experience serving customers across the APJ region.

• Strong understanding of computer networking, internet protocols, and the functioning of the internet.

• Familiarity with security and cloud technologies, including AWS, Azure, and GCP.

• Capability to communicate technical concepts to both technical and non-technical audiences, including senior stakeholders.

• Proven experience in managing renewals and identifying opportunities for expansion.

• Excellent organizational and project management skills.

• Ability to work independently in a fast-paced, high-growth environment.

• Willingness to travel within the APJ region and occasionally to Censys headquarters.

• Proficiency in English is essential.

• Additional language skills in the APJ region, such as Japanese, Mandarin, Korean, or Bahasa, are advantageous.

• Experience with SOC, Threat Intelligence, Vulnerability Management, or Security Engineering teams is a plus.

• Familiarity with attack surface management, asset discovery, threat intelligence, or vulnerability prioritization is a plus.

• Understanding of OSI Layers 3, 4, and 7, SSL/TLS, and certificates is a plus.

• Experience in scripting or programming, such as Python, and familiarity with REST APIs is a plus.

• Experience with government or regulated-industry customers in the APJ region is a plus.

• Experience with channel or MSSP partner models is a plus.

• Knowledge of Salesforce, Gainsight, Zendesk, Jira, or similar tools is a plus.

• Previous experience in a start-up environment is a plus.

🏝️ Benefits

• Ability to work remotely within the APJ region.

• In-person onboarding visit to Ann Arbor, Michigan, upon hiring.

• Reasonable accommodations available for individuals with disabilities.

• Commitment to equal opportunity employment.