Technical Account Manager

Socket

22h•Remote

About The Position

You'll own customer success post-sale. That means understanding how each customer wants to use Socket, helping them get there, and solving problems when things break. This is a product-focused, technical role. You'll spend your time learning customer environments, asking the right questions to uncover blockers, and translating product capabilities into solutions. You're also the front line for technical support. We don't have a separate support team. When something doesn't work as expected, you investigate. AEs own renewals and expansion. You own making the customer successful 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 relationship as the main point of contact and technical advisor
Strategize with AEs on upsells, renewals and expansions
Relationship building and executive alignment with our Champions
Conducting 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