Lead and scale a team of Technical Account Managers, ensuring customer success, product adoption, and long-term retention through strategic leadership and cross-functional collaboration.
About the Role
As the Director of Technical Account Managers, you will lead and scale a high-performing team responsible for the technical success of Abnormal’s highest-value customers. You will drive the strategic direction, operational excellence, and people development of the TAM organization to ensure exceptional customer outcomes, product adoption, and long-term retention.
What you will do- Strategic Leadership: Define and execute the vision and operating model for the TAM function, aligning with cross-functional stakeholders across Customer Success, Product, Engineering, and Support.
- Team Management & Development: Hire, coach, and grow a team of world-class TAMs. Set clear expectations, support career development, and drive performance against customer success and adoption KPIs.
- Customer Outcomes & Escalations: Act as an executive escalation point and ensure consistent delivery of high-impact technical guidance and support to our top-tier accounts. Champion customer health and long-term product value.
- Process & Program Ownership: Build and scale programs around technical onboarding, adoption plans, health checks, and product feedback loops. Establish best practices and frameworks to drive consistency and impact across the TAM team.
- Cross-Functional Collaboration: Partner closely with Customer Success Managers, Product, Engineering, and Support to ensure seamless customer experiences and proactively influence the product roadmap with customer feedback.
- Data-Driven Management: Use data and reporting to identify trends, measure impact, and continuously optimize the TAM model to support customer growth, retention, and expansion.
- Travel: Willingness to travel (~25%) to support onsite customer engagements and team development.
- 5+ years in management experience of technical teams
- 5-8+ years experience in an enterprise TAM role
- 5+ years experience in Email Security
- Strong technical troubleshooting skills (i.e. previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
- Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
- Strong experience with building and developing long-lasting relationships, especially at an executive-level (including with CISO’s and CIO’s)
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage.
- Broad and deep insight on industry trends and the security landscape
- Previous experience with security and networking technologies and products, including email security products
- Strong written, spoken, and presentation skills, with the ability to communicate effectively will all levels of the organization - both internally and externally
- Proficiency in English and at least one additional language.
#LI-ME1
At Abnormal AI, certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
Base salary range:
$212,500—$250,000 USD
Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.
Top Skills
Email Security
Networking Technologies
Security Technologies
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