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Cyberhaven is seeking a Technical Account Manager to serve as the technical quarterback for customer accounts. You will own the full technical picture of each customer deployment: architecture, integration, performance, and business outcomes. You will be the trusted technical advisor to Security, IT, and operations teams, bridging customer stakeholders with Cyberhaven's Product, Engineering, and Customer Success organizations.
Key responsibilities include:
**Own the Technical Relationship**
- Act as technical owner of assigned accounts with end-to-end knowledge of customer architecture, deployment, configuration, policies, and integrations
- Partner with customers and internal teams through onboarding and rollout, including agent deployment strategy and phased adoption plans
- Build strong relationships with stakeholders across your book of business
- Run regular check-ins and business reviews covering technical health, adoption, risk, and goals
**Be Proactive**
- Monitor account health, agent coverage, and usage patterns; identify gaps and recommend optimizations
- Create and drive technical success plans aligned with customer objectives
- Guide customers through upgrades, feature rollouts, and environment changes
- Advise on integrations with SIEM, SOAR, and UEBA solutions
- Stay current on industry trends and security best practices
**Resolve and Escalate**
- Analyze, troubleshoot, and resolve complex technical issues across endpoint agents, cloud integrations, and platform configuration
- Reproduce customer issues and document clear steps for Engineering
- Serve as point of contact on critical escalations; drive prioritization and keep customers informed
- Perform root cause analysis and drive preventive follow-ups
**Be the Voice of the Customer**
- Coordinate customer feedback and feature requests to Product Management with technical and business context
- Work cross-functionally as the customer expert
- Collaborate with Customer Success and Sales on renewals, expansions, and risk mitigation
- Develop knowledge base articles, playbooks, and best-practice resources
Cyberhaven is building Data Security for the Agentic Enterprise, tracing the full lifecycle of data and adapting protection to changing context. The company is backed by $250M from investors including Khosla and Redpoint, with leadership from CrowdStrike, Palo Alto Networks, Meta, and Google.
**Requirements:**
- 3+ years of hands-on EDR/DLP endpoint experience
- Expertise with DLP, Insider Threat, and CASB solutions
- 3+ years in Technical Account Management, Solutions/Sales Engineering, Professional Services, Technical Support, or similar customer-facing technical role
- Demonstrated ability to own customer technical outcomes from implementation through steady-state operation
- Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and endpoint agent technologies
- Proven experience resolving escalated technical customer issues and working directly with engineering teams
- Strong organizational and planning skills; ability to manage multiple accounts and priorities
- Excellent verbal and written communication skills in English
- Practical knowledge of networking, security products, and enterprise network infrastructure
- Deep knowledge of Windows, macOS, and Linux, including SCCM, GPO, Intune, registry configuration, PowerShell scripting, MDM, and application management
- Software debugging skills: reading and searching logs (Windows, macOS, Linux, GKE), running diagnostic scripts, process management
- Knowledge of system software design (services, drivers, agents)
- Must be based in EST timezone to support customers
**Desired:**
- Familiarity with SIEM, SOAR, UEBA technologies
- Prior experience as a TAM or similar proactive, account-owning role at a security or SaaS company
- Background in L2/L3 or Escalation Engineering for EDR or DLP tools
