Technical Account Manager - Digital Post Sales United States

Description

Job Description

Job Title: Technical Account Manager – Digital

Summary

The Digital Technical Account Manager (TAM) is a hybrid post‑sales role combining Customer Success and Technical Account Management responsibilities. The Digital TAM will partner closely with Sales teams to deliver cyber security outcomes to a portfolio of aligned customers.

The Digital TAM model is designed to deliver a scalable, consistent, and outcome‑driven customer experience, leveraging automation, telemetry, and targeted engagement rather than heavy 1:1 coverage.

This role is enabled by automation and repeatable workflows that reduce manual effort and support scale, allowing delivery of a consistent, outcome‑driven customer experience without reliance on heavy 1:1 coverage.

Primary Objectives

The TAM is accountable for:

- Ensuring renewal predictability and risk visibility for covered accounts - Driving customer engagement and self‑adoption through scalable touchpoints - Monitoring and improving platform health and usage signals - Translating usage via a Find / Fix / Alert / Label methodology, and engagement indicators, into actionable outcomes - Delivering a uniform Varonis experience across a large customer portfolio

Responsibilities

1. End‑to‑End Customer Ownership

- Own the customer lifecycle from onboarding through renewal - Act as the single post‑sales point of accountability for customer success - Maintain clear ownership of customer follow‑ups, risks, actions, and outcomes

2. Renewal & Risk Management

- Proactively identify, document, and escalate renewal risks through defined cadences - Drive internal renewal risk cadence meetings - Ensure no surprise churn attributable to lack of engagement, ownership, or visibility - Maintain accurate and up‑to‑date risk tracking

3. Customer Engagement (Scalable Model)

- Drive customer engagement using scalable touchpoints, including:

- Automated email campaigns - Webinars - Working sessions / “Office hours” - Validate that customers remain meaningfully engaged

4. Platform Health, Usage & Adoption Monitoring

- Continuously monitor customer health signals and act accordingly:

- Deliver against KPIs for “Find”, “Fix”, “Alert” and “Label” value outcomes - Platform usage metrics (e.g. WebUI activity, automation usage where applicable) - Treat usage trends as leading indicators, not just outcomes - Identify patterns such as:

- High usage with potential - Low usage requiring improvement - Drop in usage as early risk signals

5. Reporting, Visibility & Hygiene

- Ensure:

- Accurate data in CRM - Consistent tracking of engagement and health indicators - Clear documentation of risks, actions, and decisions - Provide leadership with predictable, explainable signals, not anecdotal updates

Requirements

- Strong understanding of post‑sales motions in a SaaS environment - Ability to operate across technical, operational, and customer‑facing topics - High comfort level with using data to tell a narrative regarding account health - Strong execution discipline and follow‑through - Ability to influence customer behavior - Clear written communication and structured customer messaging

The Digital TAM is successful when:

- Renewal risks are identified early and escalated through the defined process - There is no surprise churn linked to lack of engagement or ownership - A meaningful percentage of TAM‑covered customers engage in at least one scalable touchpoint per month (webinars, clinics, campaigns) - Platform health and usage signals are stable or improving over time - Customer backlogs remain manageable, with no critical unanswered requests - Data and reporting enable leadership to make confident decisions about scalability and rollout - Both post-sales and pre-sales goals are being met through a cohesive strategy which achieves both successful retention and expansion outcomes

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