Technical Account Manager, Commercial

You'll own customer success post-sale for a portfolio of commercial customers. That means understanding how each customer wants to use Socket, helping them get there quickly, and solving problems when things break.

This is a product-focused, technical role. You'll balance hands-on customer guidance with scalable programs that help many customers adopt Socket successfully. You'll learn customer environments, uncover blockers, and translate product capabilities into practical 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 customers successful with the product and building repeatable motions that scale.

What You'll Do

Account Management

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

Onboarding & Implementation

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

Technical Troubleshooting

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

Product Enablement

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

Customer Advocacy

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

What You'll Bring

3 years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar)

1+ years of experience being the dedicated point of contact for customers with an emphasis on quarterly health checks and success

Background in Socket's key product areas: Application Security, DevSecOps, package managers, or open-source ecosystems OR Linux systems administration, networking, firewalls, and Docker

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 Have

Experience supporting commercial or mid-market customer segments

Experience with SCA, dependency management, or security scanning tools

Experience designing one-to-many customer programs

Contributions to open-source projects

Tools You'll Use

Slack, GitHub, Zendesk, Vitally, HubSpot, Grafana

Our Interview Process

Informational call with someone from our Talent team

Virtual f2f with technical leadership

Virtual f2f with a peer

Presentation

Final interview with our Founder & CEO

References

Decision

Hiring is a big decision on both sides. Read more about our Hiring Philosophy and how we approach the process at Socket.

Benefits: Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer:

Market competitive salary bands

Meaningful equity program

Comprehensive health benefits for you and your family (99% coverage)

Flexible time-off, holidays, and winter shutdown to rest & recharge

Paid parental leave

Remote-first, with quarterly team off-sites

At Socket, we

Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.

Move with urgency and focus: We prioritize swift, decisive action.

Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions.

Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve.

Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we're non-territorial regarding our nominal domains.

Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction.