Technical Account Manager guiding Socket customers using its open - source security platform. Leading onboarding, troubleshooting, enablement, and scalable customer success programs.
About the role
- Technical Account Manager driving enterprise customer success for Socket, an open-source security platform. Leading onboarding, troubleshooting, architecture reviews, and product adoption.
Responsibilities
- Own post-sales relationships as the main point of contact and technical advisor
- Strategize with AEs on upsells, renewals, and expansions
- Build relationships and align executives with customer Champions
- Conduct Quarterly Business Reviews with strategic customers
- Build measurable customer success plans
- Lead technical onboarding for new enterprise customers from initial setup through full integration
- Configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling with engineering teams
- Build repeatable onboarding playbooks, scripts, and automations to reduce time-to-value
- 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
- Run discovery conversations to understand customer goals and use cases
- Translate complex product capabilities into practical, developer-friendly guidance
- Conduct architecture reviews and security posture assessments
- Deliver workshops, office hours, and deep-dives that drive adoption
- Bring technical feedback and field intelligence to Product and Engineering
- Surface patterns that inform roadmap priorities
- Contribute documentation and internal tooling to scale the Technical Success practice
Requirements
- 4+ years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar)
- 2+ 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
- 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
- Experience with large enterprise accounts, complex technical environments, and dependency ecosystems is a plus
- Experience with SCA, dependency management, or security scanning tools is a plus
- Contributions to open-source projects are a plus
Benefits
- Meaningful equity program
- Comprehensive health benefits for you and your family (99% coverage)
- Flexible time-off
- Holidays
- Winter shutdown
- Paid parental leave
- Remote-first work arrangement
- Quarterly team off-sites
- Market competitive salary bands
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