Technical Account Manager driving enterprise customer success for Socket, an open - source security platform. Leading onboarding, troubleshooting, architecture reviews, and product adoption.
About the role
- Technical Account Manager guiding Socket customers using its open-source security platform. Leading onboarding, troubleshooting, enablement, and scalable customer success programs.
Responsibilities
- Own post-sales customer relationships as the main point of contact and technical advisor
- Strategize with Account Executives on upsells, renewals, and expansions
- Build customer relationships and align executives with Champions
- Conduct Quarterly Business Reviews with strategic customers
- Build measurable customer success plans
- Lead technical onboarding for new enterprise customers through full integration
- Configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling
- Build onboarding playbooks, scripts, and automations
- 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 issues to Engineering and follow through to resolution
- Conduct discovery conversations, architecture reviews, and security posture assessments
- Deliver workshops, office hours, and deep-dives to drive adoption
- Bring technical feedback and field intelligence to Product and Engineering
- Contribute documentation and internal tooling to scale the Technical Success practice
Requirements
- 3 years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar)
- 1+ years as the dedicated point of contact for customers, with emphasis on quarterly health checks and success
- Background in Application Security, DevSecOps, package managers, open-source ecosystems, Linux systems administration, networking, firewalls, or Docker
- Experience with developer tooling and CI/CD platforms such as 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
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
- Quarterly team off-sites
- Market competitive salary bands
Job title
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Degree requirement
No Education Requirement
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