Technical Account Manager

HUMAN•New York, NY

10d•$100,000 - $140,000

About The Position

HUMAN is seeking a Technical Account Manager to help drive customer success by maximizing clients’ real-time protection, demonstrating customer value, and managing the customer lifecycle. The role provides empathetic, technically informed customer service and deep product knowledge while managing day-to-day customer relationships, identifying risks and opportunities, and representing both the customer to HUMAN and HUMAN to the customer. The relationships built in this role also inform product development and help ensure client needs are heard and met. The Technical Account Manager is the primary customer contact, partnering with internal teams to deliver excellent customer experiences and resolve issues. The role includes educating customers about HUMAN products, conducting enablement sessions, creating customer materials, and leading regular Executive Business Reviews with customer stakeholders and HUMAN representatives. The position is expected to quickly develop familiarity with HUMAN’s products, particularly its enterprise security offerings, and contribute to the Customer Success group. HUMAN safeguards enterprises from bots, fraud, and account abuse. The company describes its mission as making the internet safer by putting humans first and offers a comprehensive total rewards package that includes well-being and learning stipends, flexible work options, and dedicated time off.

Requirements

3–5 years of experience in a B2B enterprise customer-facing role.
Proven track record of managing large enterprise accounts.
Technical aptitude and willingness to learn and grow.
Accountability and self-motivation, including owning timelines and ensuring deliverables are met.
Strong organizational and communication skills, with the ability to manage multiple tasks and communicate clearly with customers and internal teams.
Collaborative mindset and ability to work across teams.
Problem-solving skills, including comfort leading and resolving complex issues with strict attention to detail.

Nice To Haves

Bachelor’s or graduate degree in computer science, engineering, mathematics, information systems, or a related field.
Experience in B2B SaaS, SQL, JavaScript, Kibana, and other cloud and software systems.
Openness to personal and professional development.

Responsibilities

Focus on customer satisfaction, retention, and reference-ability for assigned accounts.
Serve as the primary focal point for customers and build deep-level partnerships that foster long-term cooperation and success.
Work with support teams to provide exceptional customer support and serve as a point of escalation.
Collaborate with Sales, Tech Support, R&D, Finance, Product, and executive leadership to ensure an excellent customer experience.
Gather customer feedback on products and services and work internally to better meet customer needs.
Educate and enable customers by running enablement sessions and creating customer materials.
Quickly learn HUMAN’s products, particularly Enterprise Security products, and contribute to the Customer Success group.
Lead regular Executive Business Reviews with key customers and HUMAN stakeholders, including leadership, business and technical champions, and technical practitioners.
Manage day-to-day customer relationships, surface risks and opportunities to the business, and represent the customer’s voice within HUMAN.