Manager, Technical Accounts (Commercial)

Socket
United States, Canada
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Performance management","Executive communication","Customer obsession"]

Lead and coach a team of Commercial Technical Account Managers to drive onboarding, adoption, customer health, and gross retention across a demanding B2B SaaS customer base. Own retention outcomes in partnership with AEs, mature the post-sales operating system (segmentation, health scoring, lifecycle playbooks, QBRs), and act as senior escalation owner for at-risk accounts. Translate customer technical field intelligence into improvements for Product and Engineering.

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FursaFursa
Socket
Socket
16 hours ago

Manager, Technical Accounts (Commercial)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead and coach a team of Commercial Technical Account Managers to drive onboarding, adoption, customer health, and gross retention across a demanding B2B SaaS customer base. Own retention outcomes in partnership with AEs, mature the post-sales operating system (segmentation, health scoring, lifecycle playbooks, QBRs), and act as senior escalation owner for at-risk accounts. Translate customer technical field intelligence into improvements for Product and Engineering.
Location: United States, Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and grow a team of Commercial TAMs, including hiring ahead of need as the team scales.
  • •Own adoption, customer health, and gross retention outcomes across the customer base in partnership with AEs for commercial renewals.
  • •Mature the post-sales operating system (segmentation, health scoring, lifecycle playbooks, and QBRs) so it runs with real data and improves over time.
  • •Serve as the senior escalation point for at-risk accounts: run deep dives, build save plans, and see them through.
  • •Drive performance and career growth expectations, improving team efficiency through automation, playbooks, and one-to-many programs while feeding technical learnings back to Product and Engineering.
Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceEquityPaid LeaveParental LeaveRemote Work

Key Requirements

  • •4+ years directly managing post-sales teams (TAM, Solutions Engineering, or related), including hiring, coaching, and performance-management of ICs.
  • •6+ years total in pre or post-sales roles (TAM, Solutions, or Services) in B2B SaaS.
  • •Owned GRR, NRR, or adoption targets—able to explain the numbers, misses, and changes made.
  • •Background in security, developer tools, or an adjacent technical product; understanding of how the SDLC works for dev and security teams.
  • •Escalation owner on at-risk commercial accounts; has built, operationalized, or improved post-sales systems like segmentation, playbooks, health scoring, and QBR frameworks.
Experience:B2B SaaSDeveloper toolsSecurityOpen-source ecosystems
Skills:LeadershipCoachingPerformance managementExecutive communicationCustomer obsession
Tech Stack:SlackGitHubZendeskVitallyHubSpotGrafana

Company Brief

Socket
Develops developer-focused tools and services to improve JavaScript/TypeScript package management, dependency workflows, and developer productivity for teams building modern web applications.
Industry: Developer Tools
Website