Manager, Technical Accounts (Commercial)

Socket•,

1d•Remote

About The Position

Socket is seeking a Manager, Technical Accounts (Commercial) to lead a team of Commercial Technical Account Managers. This role is responsible for post-deal customer success, including onboarding, adoption, customer health, and fostering deep technical partnerships. The ideal candidate will have extensive post-sales experience, a proven ability to coach team members, and a track record of managing retention metrics. This leadership position will be instrumental in transforming existing post-sales blueprints into a robust retention engine, driving automation, setting targets, and ensuring team accountability. The role involves managing a small, dynamic team and ensuring customer satisfaction and product adoption within the commercial segment.

Requirements

4+ years of direct management experience with post-sales teams (TAM, Solutions Engineering, or related), including hiring, developing, and performance managing individual contributors.
6+ years of total experience in B2B SaaS pre or post-sales roles (TAM, Solutions, or Services).
Proven experience owning GRR, NRR, or adoption targets, with the ability to discuss performance, misses, and implemented changes.
Background in security, developer tools, or a related technical product, with a strong understanding of the SDLC and the operational realities of dev and security teams.
Experience as an escalation owner for at-risk commercial accounts with successful save stories.
Experience building, operationalizing, or improving core post-sales systems such as segmentation, playbooks, health scoring, and QBR frameworks.
Willingness to act as an individual contributor to support team needs, cover gaps, or lead by example when the team is at capacity.
Executive presence when engaging with CISOs, VPs of Engineering, and internal leadership.
Willingness to travel for customer and company meetings as needed.

Nice To Haves

Domain experience in software supply chain security, AppSec, DevSecOps, or open-source ecosystems.
Experience scaling a post-sales function at a high-growth startup through rapid ARR and headcount growth.
Experience managing TAM charters, ensuring distinct yet coordinated motions.
Hands-on experience with CS platforms like Vitally and scaling/digital-touch programs.

Responsibilities

Lead, coach, and grow a team of Commercial TAMs, hiring ahead of need to support scaling efforts.
Own adoption, customer health, and gross retention outcomes across the customer base, collaborating with AEs on commercial renewals.
Influence and mature the post-sales operating system, including segmentation, health scoring, and lifecycle playbooks, making them operational and improving them over time.
Serve as the senior escalation point for at-risk accounts, conducting deep dives, developing save plans, and ensuring their successful execution.
Set and maintain high performance and career growth standards for the team.
Increase team efficiency per head each quarter through automation, playbooks, and one-to-many programs.
Channel technical field intelligence back to Product and Engineering teams to inform the product roadmap.
Report retention, adoption, and team health metrics to leadership with high confidence.