Technical Account Manager

This Is Not a Typical Account Management Role:

Cybercrime has industrialized. Attackers move from credential theft to ransomware deployment in hours. AI-powered threats are outpacing traditional defenses. And the organizations trusting eSentire to protect them need more than a relationship manager — they need a technically elite partner who can translate the chaos of the threat landscape into clear, confident, outcome-driven guidance.

That's where you come in.

As a Technical Account Manager at eSentire, you are the technical authority and outcome delivery lead for a portfolio of customers — the person they call when things get real. You bring deep cybersecurity expertise, a genuine passion for helping organizations build true resilience, and the presence to command a room full of CISOs and security engineers alike. You are energized by complexity, driven by outcomes, and excited to work at the intersection of cutting-edge AI-powered security and high-stakes enterprise relationships.

If you want a role where your technical depth actually matters, where your customers' security outcomes are your scorecard, and where you're backed by the industry's most advanced MDR platform — read on.

The Role:

Our TAMs serve as the primary technical relationship owner. You work in close partnership with a dedicated Account Manager who owns the commercial relationship — your lane is technical delivery and outcome assurance. You ensure every customer in your portfolio realizes the full security value they contracted eSentire to deliver — measurably, consistently, and on their terms.

You will lead every technical cadence: onboarding, platform optimization, security reviews, QSRs, incident response, and ongoing enablement. You will translate Atlas AI's capabilities, TRU threat intelligence, and SOC investigation findings into clear, prioritized guidance that directly advances each customer's security posture. And you will do it with the technical depth to handle customer interactions independently, without escalation.

Your mission: make every customer measurably more secure, more resilient, and more confident in their investment in eSentire — every single day.

What You Will Own:

Voice of the Customer & Technical Outcome Delivery

• Serve as the primary technical point of contact and trusted advisor for an assigned customer portfolio, defining security outcomes at onboarding and maintaining a living Customer Success Plan that tracks measurable progress over time
• Lead all technical cadences — check-ins, platform reviews, and Service Reviews — focused on demonstrating outcome attainment and surfacing gaps before they become escalations
• Proactively monitor account health, delivering risk mitigation recommendations and partnering with Account Managers to ensure commercial conversations are grounded in technical outcomes
• Own technical escalations end-to-end, coordinating across SOC, Product, and Engineering to restore customer outcomes quickly and prevent recurrence
• Translate field experience into actionable product feedback, representing customer needs with clarity and conviction to Engineering and Product teams
• Contribute to the evolution of eSentire's TAM practice — mentoring peers, refining playbooks, and bringing the customer's technical reality into operating decisions

Atlas AI Platform Expertise & Optimization:

• Serve as the customer's expert on the full eSentire platform: Atlas AI's multi-agent Agentic AI capabilities, Atlas XDR configuration, multi-signal MDR coverage, Continuous Threat Exposure Management (CTEM), identity threat response, and dark web monitoring
• Help customers understand and leverage Atlas AI's Assured Intelligence model — how task-specific AI agents investigate threats at machine speed, how expert validation works, and how to interpret explainable investigation outcomes with confidence
• Guide customers through onboarding, integration, and ongoing optimization across their existing tech stack — SIEM, EDR, XDR, cloud, and identity infrastructure — ensuring seamless coverage across their full attack surface
• Deliver hands-on tuning recommendations and configuration best practices that measurably improve detection efficacy, reduce noise, and continuously advance each customer's intended security posture
• Translate TRU threat intelligence and SOC investigation findings — including Atlas AI-driven insights — into clear, prioritized actions tied directly to each customer's outcome goals
• Conduct technical workshops, AI-powered platform briefings, and executive-facing enablement sessions tailored to each customer's security maturity, risk profile, and outcome objectives
• Own and report on key outcome metrics — detection efficacy, threat disruption rates, Mean Time to Contain (MTTC), and incident resolution — connecting Atlas AI's platform performance to the business results that matter most to each customer

Incident Response:

• Lead customer-facing communication and coordination during active security incidents, delivering real-time clarity in high-pressure situations
• Partner with the SOC to implement preventative measures following incidents, ensuring every customer leaves the experience with a stronger security posture and a clearer path to their resilience outcomes

What We're Looking For:

Required:

• 5–8 years in technical account management, cybersecurity engineering, customer success, or technical support — within a managed security, MDR, or SaaS cybersecurity environment
• A proven track record managing customer accounts with demonstrated success driving technical adoption, outcome attainment, and strong customer health scores
• Solid working knowledge of modern cybersecurity: threat detection and response, endpoint security, SIEM, EDR/XDR, cloud security, identity-based threats, and incident response workflows
• Fluency communicating technical complexity — equally compelling in a CISO briefing and a deep-dive platform configuration session
• Genuine curiosity about AI-driven security and the confidence to explain how Agentic AI, multi-agent systems, and explainable AI deliver real-world security outcomes
• High autonomy and strong organizational discipline — able to drive outcomes across a complex portfolio without close supervision
• A passion for cybersecurity that is personal, not just professional — you stay sharp because you care

Preferred:

• Direct experience in an MDR, MSSP, or SOC-as-a-service environment
• Familiarity with cybersecurity frameworks: NIST, MITRE ATT&CK, ISO 27001
• Hands-on experience with security platforms: SIEM, EDR, XDR, or firewall configuration
• Security certifications: CompTIA Security+, CEH, CISSP, or equivalent
• Bachelor's degree in Cybersecurity, Computer Science, Information Technology, or a related field
• Proficiency in CRM platforms (e.g., Salesforce, Gainsight) and security monitoring tools

You Will Thrive Here If:

• You solve hard problems — you don't route them
• You are energized by a scale-up environment: low ego, high ownership, all hands on deck
• You take your customers' outcomes personally — a win for them is a win for you
• You are as excited about AI-powered security as you are about the human expertise behind it
• You proactively spot risk and opportunity — and act before anyone has to ask