Technical Account Manager

Socket•,

5d•Remote

About The Position

Socket helps developers and security teams ship faster by cutting out security busywork. Thousands of organizations use Socket to safely find, audit, and manage open-source code. This role owns customer success post-sale, understanding customer needs, helping them achieve their goals, and resolving issues when they arise. It is a product-focused, technical role where you will learn customer environments, identify blockers, and translate product capabilities into solutions. You will also be the primary point of contact for technical support, investigating and resolving issues when they don't work as expected. While Account Executives (AEs) handle renewals and expansion, you will focus on ensuring the customer's success with the product.

Requirements

6+ years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar).
2+ years of experience being the dedicated point of contact for customers with an emphasis on quarterly health checks and success.
Background in application security, DevSecOps, or open-source ecosystems.
Experience with developer tooling and CI/CD platforms (GitHub Actions, Jenkins, CircleCI, etc.).
Ability to read and reason about code (JavaScript, Python, TypeScript).
Familiarity with APIs, webhooks, and SaaS integration patterns.
Hands-on experience with Package Managers.
Comfort troubleshooting in production environments alongside engineering teams.
Clear written and verbal communication with developers, security practitioners, and executives.
Willingness to travel for customer and company meetings as needed.

Nice To Haves

Experience with SCA, dependency management, or security scanning tools.
Contributions to open-source projects.

Responsibilities

Own post-sales relationships as the main point of contact and technical advisor.
Strategize with AEs on upsells, renewals, and expansions.
Build relationships and achieve executive alignment with customer Champions.
Conduct Quarterly Business Reviews with strategic customers.
Build measurable customer success plans.
Lead technical onboarding for new enterprise customers, from initial setup through full integration.
Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling.
Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value.
Investigate and resolve integration, configuration, and compatibility issues.
Respond to customer issues in dedicated Slack channels.
Use logs and telemetry to identify root causes and document fixes.
Escalate to Engineering when needed and follow through to resolution.
Run discovery conversations to understand customer goals and use cases.
Translate complex product capabilities into practical, developer-friendly guidance.
Conduct architecture reviews and security posture assessments.
Deliver workshops, office hours, and deep-dives that drive adoption.
Bring technical feedback and field intelligence back to Product and Engineering.
Surface patterns that inform roadmap priorities.
Contribute documentation and internal tooling to scale the Technical Success practice.