Technical Account Manager - Digital

August 27, 2026

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About the position

The Digital Technical Account Manager (TAM) is a hybrid post-sales role combining Customer Success and Technical Account Management responsibilities. The Digital TAM will partner closely with Sales teams to deliver cyber security outcomes to a portfolio of aligned customers. The Digital TAM model is designed to deliver a scalable, consistent, and outcome-driven customer experience, leveraging automation, telemetry, and targeted engagement rather than heavy 1:1 coverage. This role is enabled by automation and repeatable workflows that reduce manual effort and support scale, allowing delivery of a consistent, outcome-driven customer experience without reliance on heavy 1:1 coverage.

Responsibilities

End-to-End Customer Ownership: Own the customer lifecycle from onboarding through renewal. Act as the single post-sales point of accountability for customer success. Maintain clear ownership of customer follow-ups, risks, actions, and outcomes.
Renewal & Risk Management: Proactively identify, document, and escalate renewal risks through defined cadences. Drive internal renewal risk cadence meetings. Ensure no surprise churn attributable to lack of engagement, ownership, or visibility. Maintain accurate and up-to-date risk tracking.
Customer Engagement (Scalable Model): Drive customer engagement using scalable touchpoints, including: Automated email campaigns, Webinars, Working sessions / “Office hours”. Validate that customers remain meaningfully engaged.
Platform Health, Usage & Adoption Monitoring: Continuously monitor customer health signals and act accordingly: Deliver against KPIs for “Find”, “Fix”, “Alert” and “Label” value outcomes. Platform usage metrics (e.g. WebUI activity, automation usage where applicable). Treat usage trends as leading indicators, not just outcomes. Identify patterns such as: High usage with potential, Low usage requiring improvement, Drop in usage as early risk signals.
Reporting, Visibility & Hygiene: Ensure: Accurate data in CRM, Consistent tracking of engagement and health indicators, Clear documentation of risks, actions, and decisions. Provide leadership with predictable, explainable signals, not anecdotal updates.

Requirements

Strong understanding of post-sales motions in a SaaS environment
Ability to operate across technical, operational, and customer-facing topics
High comfort level with using data to tell a narrative regarding account health
Strong execution discipline and follow-through
Ability to influence customer behavior
Clear written communication and structured customer messaging

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