Technical Account Manager

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

📋 Description

• Serve as the primary point of contact and technical advisor for post-sales relationships.

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

• Foster relationships and align with executives among our Champions.

• Conduct Quarterly Business Reviews with key strategic customers.

• Develop measurable customer success plans.

• Oversee the technical onboarding process for new enterprise clients, from initial setup to full integration.

• Collaborate with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tools.

• Create repeatable onboarding playbooks, scripts, and automations that enhance time-to-value.

• Investigate and resolve issues related to integration, configuration, and compatibility.

• Address customer inquiries in dedicated Slack channels.

• Utilize logs and telemetry to determine root causes and document solutions.

• Escalate issues to Engineering as necessary and ensure follow-through to resolution.

• Conduct discovery conversations to grasp customer goals and use cases.

• Translate intricate product capabilities into actionable, developer-friendly guidance.

• Perform architecture reviews and security posture assessments.

• Facilitate workshops, office hours, and in-depth sessions to promote adoption.

• Provide technical feedback and field intelligence to the Product and Engineering teams.

• Identify patterns that inform roadmap priorities.

• Contribute to documentation and internal tools to enhance the Technical Success practice.

⛳️ Requirements

• 6+ years of experience in a technical customer-facing role (e.g., Solutions Engineer, Technical Account Manager, Support Engineer, or similar).

• 2+ years of experience as the primary point of contact for customers, focusing on quarterly health checks and success.

• Background in application security, DevSecOps, or open-source ecosystems.

• Proficiency with developer tools and CI/CD platforms (such as GitHub Actions, Jenkins, CircleCI, etc.).

• Ability to read and comprehend code (JavaScript, Python, TypeScript).

• Familiarity with APIs, webhooks, and SaaS integration patterns.

• Practical experience with Package Managers.

• Comfortable troubleshooting in production environments alongside engineering teams.

• Excellent written and verbal communication skills with developers, security professionals, and executives.

• Willingness to travel for customer and company meetings as required.

🏝️ Benefits

• Competitive market salary bands.

• Meaningful equity program.

• Comprehensive health benefits for you and your family (99% coverage).

• Flexible time-off, holidays, and a winter shutdown to rest and recharge.

• Paid parental leave.

• Remote-first work environment, with quarterly team off-sites.