Advisor Journey Innovation Manager shaping discovery, business cases, and delivery recommendations. Improving Advisor experiences for Sun Life’s financial - security and health - focused clients.
About the role
- Leading Enterprise Technical Account Managers for Socket, an open-source security platform. Driving customer adoption, health, retention, and scalable post-sales operations.
Responsibilities
- Lead, coach, and grow a team of Enterprise Technical Account Managers
- Hire ahead of need as the company scales
- Own adoption, customer health, and gross retention outcomes across the customer base
- Partner with Account Executives who own enterprise renewals
- Mature and operationalize segmentation, health scoring, lifecycle playbooks, and QBRs
- Serve as senior escalation point for at-risk accounts
- Run account deep dives, create save plans, and see them through
- Set performance and career-growth standards for the team
- Improve team efficiency through automation, playbooks, and one-to-many programs
- Feed technical field intelligence to Product and Engineering
- Report retention, adoption, and team health metrics to leadership
Requirements
- 4+ years directly managing post-sales teams (TAM, Solution Engineering, or related)
- 6+ years total in pre- or post-sales roles (TAM, Solutions, or Services) in B2B SaaS
- Experience owning GRR, NRR, or adoption targets
- Background in security, developer tools, or an adjacent technical product
- Knowledge of how the SDLC works and how developers and security teams operate
- Experience as escalation owner on at-risk enterprise accounts
- Experience building, operationalizing, or improving segmentation, playbooks, health scoring, and QBR frameworks
- Willingness to work as an individual contributor when needed
- Executive presence with CISOs, VPs of Engineering, and company leadership
- Willingness to travel for customer and company meetings as needed
- Demonstrated success supporting and scaling relationships with large-scale enterprise customers in complex, high-stakes technical environments
- Preferred: experience in software supply chain security, AppSec, DevSecOps, or open-source ecosystems
- Preferred: experience scaling a post-sales function at a high-growth startup
- Preferred: experience managing TAM charters
- Preferred: hands-on experience with Vitally or similar CS platforms and scaled/digital-touch programs
Benefits
- Meaningful equity program
- Comprehensive health benefits for you and your family (99% coverage)
- Flexible time-off, holidays, and winter shutdown to rest & recharge
- Paid parental leave
- Remote-first work arrangement
- Quarterly team off-sites
- Market competitive salary bands
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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Advisor Journey Innovation Manager leading discovery, business cases, and recommendations for Sun Life’s financial - services Advisor experiences. Hybrid role based in Toronto or Waterloo.
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