Sr. Manager-Technical Account Manager

Black Duck Software, Inc. • Burlington, MA

2h

About The Position

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

We are building a next-generation Technical Account Management (TAM) organization
focused on adoption, value realization, and strategic customer outcomes. As a Senior
Manager of TAMs, you will help shape the future of the function—establishing scalable
processes, developing a high-performing team, and ensuring customers achieve meaningful value
through successful adoption of our solutions.

This role is ideal for a leader who thrives in growth environments and is passionate about
developing talent, operational excellence, and customer impact.

Requirements

• 10+ years of people management experience, leading technical, consultative, or customer-facing teams.
• Demonstrated success creating, executing, and managing customer success or adoption plans in enterprise environments.
• Proven ability to build new teams, processes, or operating models in fast-growing or transforming organizations.
• Strong familiarity with software development workflows, application security, CI/CD, DevOps, or readiness to ramp quickly.
• Exceptional communication, coaching, and executive-engagement skills.
• Ability to balance team health, customer outcomes, and operational excellence.

Nice To Haves

• Experience as a TAM, Solutions Architect, Sales Engineer, or Customer Success leader in AppSec, DevSecOps, or developer tooling.
• Understanding of enterprise-scale software practices and security frameworks.
• Relevant certifications (e.g., CISSP, CSSLP, CEH).
• Bachelor’s degree in CS, Engineering, or related field; MBA or advanced degree a plus.

Responsibilities

• Lead and inspire a talented team of Technical Adoption Managers to deliver exceptional customer outcomes.
• Cultivate a culture focused on collaboration, continuous learning, accountability, and customer value.
• Maintain a strong commitment to employee satisfaction, engagement, and long-term professional development, ensuring the team feels supported, heard, and empowered.
• Ensure balanced workloads and adequate coverage across all customer accounts, including strategic, enterprise, and pooled models.
• Hire, onboard, coach, and grow TAMs as the team expands.
• Drive and maintain high employee satisfaction scores through proactive engagement, thoughtful leadership practices, and a supportive team culture.
• Regularly assess team sentiment and identify opportunities to strengthen the employee experience.
• Develop and execute improvement plans thoughtfully and collaboratively whenever data or feedback indicates opportunities to enhance engagement or team health—focusing on continuous improvement rather than remediation.
• Serve as a trusted leader who listens actively, removes obstacles, and champions employee well-being.
• Ensure TAMs partner with customers to create Joint Success Plans outlining goals, adoption milestones, and measurable business outcomes.
• Coach TAMs to execute these plans effectively, track progress, and adapt to evolving customer priorities.
• Leverage your own experience building and executing success plans to elevate consistency and quality across the team.
• Support strategic accounts as an executive escalation point for adoption planning and value-progress reviews.
• Build and operationalize scalable processes for onboarding, customer engagement, adoption planning, and value measurement.
• Standardize TAM operating methodologies, including success planning, integration guidance, maturity assessments, and value storytelling.
• Ensure predictable delivery of outcomes and continuously refine operational models to support both customer impact and team well-being.
• Monitor coverage distribution, capacity, and operational risks, adjusting assignments as needed.
• Define and execute the TAM operating model centered on adoption, usage maturity, workflow integration, and measurable value realization.
• Collaborate across Sales, Renewals, Delivery, and Product to ensure alignment on success plans and customer strategies.
• Develop frameworks, tools, and insights that help TAMs drive and demonstrate customer value.
• Partner with TAMs in executive-level customer reviews, adoption checkpoints, and roadmap/value conversations.
• Build strong relationships with customer leaders and internal partners, ensuring alignment and advocacy.
• Influence product and operational priorities based on customer success plan insights and adoption progress.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager