Director, Technical Account Managers (TAM)

Abnormal • San Francisco, CA

1d

About The Position

As the Director of Technical Account Managers, you will lead and scale a high-performing team responsible for the technical success of Abnormal’s highest-value customers. You will drive the strategic direction, operational excellence, and people development of the TAM organization to ensure exceptional customer outcomes, product adoption, and long-term retention.

Requirements

• 5+ years of experience managing technical customer-facing teams (TAM, SE, Support, or related enterprise SaaS roles)
• 5+ years of experience as an Enterprise Technical Account Manager or in a similar post-sales technical leadership capacity
• 5+ years of experience in cybersecurity, ideally at a leading security company or enterprise-level SaaS provider, with demonstrated success in building and scaling high-performing technical teams and programs
• Proven ability to troubleshoot complex technical issues (e.g., previous Support or SE experience) and collaborate across Product, Engineering, and Support to resolve challenges
• Action-oriented mindset with the ability to synthesize inputs across functions and translate them into scalable solutions and clear customer narratives
• Proven success building and maintaining trusted executive relationships (CISO, CIO, and senior IT/security leaders)
• Demonstrated ability to drive product adoption and value realization, including introducing new features, best practices, and measurable outcomes
• Deep understanding of security and networking technologies, with familiarity in email security a plus
• Exceptional communication and executive presence — strong written, spoken, and presentation skills across all organizational levels

Nice To Haves

• Direct experience working with email security products or platforms
• Experience supporting global enterprise customers; fluency in additional languages beyond English is a plus

Responsibilities

• Strategic Leadership – Define and execute the vision and operating model for the TAM function, aligning with cross-functional stakeholders across Customer Success, Product, Engineering, and Support.
• Team Management & Development – Hire, coach, and grow a team of high-performing TAMs. Set clear expectations, support career growth, and foster accountability against customer success and adoption KPIs.
• Customer Outcomes & Escalations – Serve as an executive escalation point and ensure the consistent delivery of high-impact technical guidance and support to our top-tier accounts. Champion customer health and long-term product value.
• Process & Program Ownership – Build and scale programs around technical onboarding, adoption plans, health checks, and product feedback loops. Establish best practices and frameworks that drive consistency and measurable impact across the TAM organization.
• Cross-Functional Collaboration – Partner closely with Customer Success Managers, Product, Engineering, and Support to deliver seamless customer experiences and proactively influence the product roadmap with customer insights.
• Data-Driven Management – Use data and reporting to identify trends, measure impact, and continuously optimize the TAM model to support customer growth, retention, and expansion.
• Travel – Willingness to travel (~30%) for onsite customer engagements and team development.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed