Technical Account Manager, Commercial

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Manage post-sales customer relationships as the primary point of contact and technical advisor.

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

• Foster customer relationships and align executives with key stakeholders.

• Facilitate Quarterly Business Reviews with key customers.

• Develop measurable customer success plans.

• Oversee technical onboarding for new enterprise clients through complete integration.

• Configure Socket across CI/CD systems, build pipelines, IDEs, and internal tools.

• Create onboarding playbooks, scripts, and automation processes.

• Troubleshoot and resolve integration, configuration, and compatibility challenges.

• Address customer inquiries in dedicated Slack channels.

• Utilize logs and telemetry to identify root causes and document resolutions.

• Escalate issues to the Engineering team and ensure follow-through to resolution.

• Conduct discovery discussions, architecture evaluations, and security posture assessments.

• Host workshops, office hours, and deep-dive sessions to encourage adoption.

• Provide technical feedback and field insights to Product and Engineering teams.

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

⛳️ Requirements

• Minimum of 3 years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar).

• At least 1 year serving as the dedicated point of contact for customers, focusing on quarterly health assessments and success.

• Experience in Application Security, DevSecOps, package management, open-source ecosystems, Linux systems administration, networking, firewalls, or Docker.

• Familiarity with developer tools and CI/CD platforms, including GitHub Actions, Jenkins, or CircleCI.

• Proficient in reading and reasoning about JavaScript, Python, and TypeScript code.

• Knowledge of APIs, webhooks, and SaaS integration methods.

• 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 necessary.

🏝️ Benefits

• Meaningful equity program.

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

• Flexible time-off, holidays, and winter shutdown.

• Paid parental leave.

• Remote-first work environment.

• Quarterly team off-sites.

• Market competitive salary bands.