About the RoleCyberhaven is looking for a Technical Account Manager to be the technical quarterback for our customers. You will own the full technical picture of each account: how Cyberhaven is architected and deployed, how it integrates with the customer's environment, how it is performing, and whether it is delivering the outcomes the customer bought it for. You will be the trusted technical advisor to Security, IT, and customer operations teams, and the connective tissue between those teams and Cyberhaven's Product, Engineering, and Customer Success organizations.
You will develop deep expertise in Cyberhaven's reimagined Agentic Data Security platform, including its inner workings, data lineage model, endpoint agents, and integrations. You will learn how our customers use it to mitigate data loss threats across their organizations. You are passionate about technology, naturally curious, and driven to exceed customer expectations. You take proactive ownership, anticipating issues before they surface, guiding customers toward best practices, and driving adoption and long-term value. When a problem needs engineering support, you own the escalation, bring a clear reproduction and technical context, and coordinate internally to full resolution.
Technical depth, a strong client focus, and experience with SaaS-based security products and endpoint agents (Windows, macOS, and Linux) are required. You will report to the Manager of Technical Account Managers.
What You'll Do- Own the technical relationship
- Act as the technical owner of assigned accounts, with end-to-end knowledge of each customer's architecture, deployment, configuration, policies, and integrations.
- Partner with customers and our Customer Experience teams through onboarding and rollout, including agent deployment strategy, policy design, and phased adoption plans.
- Build and maintain strong relationships with stakeholders across your book of business. Manage expectations and ensure stakeholder satisfaction.
- Run regular check-ins and business reviews that cover technical health, adoption, risk, and goals. Raise emerging concerns before they escalate.
Be proactive
- Monitor account health, agent coverage, and usage patterns. Identify gaps, misconfigurations, and underused capabilities, and recommend optimizations.
- Create and drive technical success plans that align customer objectives with Cyberhaven capabilities and deliverables.
- Guide customers through upgrades, new feature rollouts, and environment changes (OS releases, MDM/GPO changes, network or infrastructure changes) to avoid disruption.
- Advise customers on integrations with adjacent technologies such as SIEM, SOAR, and UEBA to extend the value of their deployment.
- Stay current on industry trends and security best practices, and bring them to customers.
Resolve and escalate
- Analyze, troubleshoot, escalate and resolve complex technical issues across endpoint agents, cloud and SaaS integrations, and platform configuration.
- Reproduce customer issues and document clear steps to replicate for Engineering and Development.
- Serve as the internal and external point of contact on critical escalations. Drive prioritization with support engineering and keep customers informed through resolution.
- Perform root cause analysis and drive preventive follow-ups so issues do not repeat.
Be the voice of the customer
- Coordinate customer feedback and feature requests to Product Management, Development, and Operations, with the technical and business context behind them.
- Work cross-functionally as the expert on the Customer.
- Collaborate with Customer Success and Sales on renewals, expansions, and risk mitigation, providing technical input and account insight.
- Develop and maintain knowledge base articles, playbooks, and best-practice resources.
Who You Are- 3+ years of hands-on EDR/DLP endpoint experience.
- Expertise with DLP, Insider Threat, and CASB solutions.
- 3+ years in a Technical Account Management, Solutions/Sales Engineering, Professional Services, Technical Support, or similar customer-facing technical role.
- Demonstrated ability to own customer technical outcomes from implementation through steady-state operation, and to understand a customer's architecture and environment end-to-end.
- Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies.
- Proven experience resolving escalated technical customer issues and working directly with engineering teams.
- Strong organizational and planning skills, with the ability to manage multiple accounts and priorities, set timelines, track progress, and maintain clear documentation (success plans, project plans, status reports).
- Excellent verbal and written communication skills (English), including the ability to engage both hands-on practitioners and executive stakeholders.
- Practical knowledge of networking, security products, and enterprise network infrastructure.
- Deep knowledge of Windows, macOS, and Linux, including SCCM, GPO, Intune, registry configuration, PowerShell scripting, MDM, application management, and basic terminal skills.
- Software debugging skills: reading and searching logs (Windows, macOS, Linux, and Google Kubernetes Engine), running diagnostic scripts, and process management.
- Knowledge of system software design (services, drivers, agents).
- Based in EST timezone to support our customers.
Desired- Familiarity with adjacent technologies that Cyberhaven integrates with (SIEM, SOAR, UEBA).
- Prior experience as a TAM or in a similar proactive, account-owning role at a security or SaaS company.
- Background in L2/L3 or Escalation Engineering for EDR or DLP tools. This is a plus, not a primary requirement.
