Technical Account Manager

Role Summary

As a Technical Account Manager, you will own the post‑sale technical relationship for a portfolio of customers. You’ll lead onboarding and implementation, drive adoption and value realization, surface product feedback, and act as the bridge between our customers and our product/engineering teams. Your goal is to deliver measurable ROI, reduce time‑to‑value, and foster long‑term renewals and expansion.

• Onboarding & Implementation

  • Lead technical kickoff calls and project‑manage the implementation process

  • Configure integrations, data feeds, and custom workflows to meet customer needs

  • Develop detailed onboarding plans with timelines, milestones, and success criteria

• Customer Enablement & Adoption

  • Conduct regular health checks and usage reviews

  • Deliver tailored training sessions

  • Identify and mitigate adoption blockers; proactively surface risk signals

  • Advise customers on developing and operationalizing a human risk program roadmap, from baseline awareness to measurable culture change

  • Partner with CISOs and security leaders to integrate Fable’s behavioral insights and automation into their larger cybersecurity strategy

  • Provide best‑practice frameworks for maturing human risk management over time

• Technical Advocacy & Escalation

  • Serve as the primary technical contact for your accounts

  • Triage and prioritize support tickets, collaborating with Engineering

  • Escalate critical issues and drive resolution through cross‑functional coordination

• Value Realization & Expansion

  • Build business‑case analyses and ROI reports to demonstrate realized value

  • Quantify the maturity and impact of customers’ human risk programs, translating behavioral improvements into business‑level outcomes

  • Partner with AEs on upsell and renewal conversations

  • Identify expansion opportunities

• Product Feedback & Roadmap

  • Collect and synthesize customer feedback, feature requests, and competitive insights

  • Evangelize new product capabilities and beta programs

  • Liaise with Product and Engineering to influence roadmap priorities

• Relationship Management

  • Develop trusted advisor relationships with technical and security stakeholders (e.g., CISOs, Sec Ops)

  • Coordinate Quarterly Business Reviews (QBRs) to align on goals, KPIs, and success metrics

• 3–5 years of customer‑facing technical roles in a SaaS environment (e.g., TAM, Solutions Engineer, Implementation Specialist)

• Proven track record driving technical implementations and adoption for mid‑market or enterprise customers

• Strong project management skills with attention to detail and accountability

• Exceptional written and verbal communication skills; able to present to both technical and executive audiences

• Customer‑obsessed mindset with a bias for proactive problem‑solving and escalation management

• Experience in cybersecurity, risk management, or compliance domains

• Familiarity with SIEM, IAM, UEBA, or SSO platforms

• Prior background in high‑velocity startup environments

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience

• Competitive base salary + bonus on renewals and expansions

• Equity in a venture‑backed, high‑growth company

• Comprehensive benefits: health, dental, vision, 401(k) with match

• Flexible PTO