Technical Account Manager (Customer Success) - European Customers

About the Role

You'll own customer success post-sale for our European Customers. This is a product-focused, technical role where you'll learn customer environments, ask the right questions to uncover blockers, and translate product capabilities into solutions. You'll also serve as the front line for technical support, investigating issues and collaborating directly with engineering teams.

Account Executives (AEs) own renewals and expansion, while you focus on making the customer successful with the product.

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
• Build relationships with executives and conduct quarterly business reviews with strategic customers
• Develop 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 to 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 to 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

• 6+ years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar)
• 2+ years of experience as the dedicated point of contact for customers, with an emphasis on quarterly health checks and success
• Background in application security, DevSecOps, or open-source ecosystems
• 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
• Must be located within EUROPE

Nice to Have

• Experience with SCA, dependency management, or security scanning tools
• Contributions to open-source projects

Tools You'll Use

Slack, GitHub, Zendesk, Vitally, HubSpot, Grafana