Senior Technical Account Manager

About eSentire
eSentire is a leader in Controlled Autonomy Sec Ops, protecting 2,000+ organizations across 35+ industries around the world. Founded in 2001, the company’s Controlled Autonomy Sec Ops operating model pairs agentic AI operatives with engineered human-judgment controls, delivering expert-depth security outcomes at machine speed without ceding accountability to opaque automation. Powered by the unified agentic AI Atlas Platform, eSentire’s Atlas AI + 24/7 expert human SOC coverage delivers offensive capabilities that preempt exposures before attackers do, detect, and respond to stop threats in real time.

We protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries—andwe'relooking for forward-thinking talent to help us define what AI-first security, human-backed trust means for the industry.

About the Role:

As a Senior Technical Account Manager at eSentire, you are the technical authority and outcome delivery lead for a portfolio of strategic and complex customers. You lead business and technical conversations independently, up to VP and C-level, and partner with a dedicated Account Manager on commercial matters and account planning. You ensure every customer in your portfolio realizes the full security value of eSentire's Atlas AI MDR platform - measurably and consistently.

You will lead all technical cadences: onboarding, platform optimization, security reviews and incident response, translating Atlas AI capabilities, TRU threat intelligence, and SOC findings into clear, prioritized guidance. You will also coach junior TAMs and help shape how the TAM team operates.

Responsibilities:
Serve as the primary technical point of contact and trusted advisor to top accounts, including VP/C-level stakeholders, maintaining a Customer Success Plan that tracks measurable security outcomes.

Lead technical check-ins, platform reviews, and Quarterly Service Reviews, independently leading discussions on service performance and escalation handling. Proactively monitor account health and mitigate risk before it escalates.

Independently deliver the Architecture Review and advise on service configuration and architecture for complex environments

Own complex and high-severity technical escalations end-to-end, coordinating across SOC, Product, and Engineering

Guide customers through onboarding and ongoing optimization across their full tech stack (SIEM, EDR, XDR, cloud, identity)

Deliver tuning recommendations, executive briefings, and enablement sessions tailored to each customer’s security maturity

Lead customer-facing communication during active incidents, partnering with the SOC on post-incident maturity

Assess risk and opportunity across your book of business, identify churn risk early, and build and execute a strategy against plan; work with Account Management peers on account planning for top accounts and influence renewal and expansion outcomes

Report on key outcome metrics: detection efficacy, threat disruption rates, and Mean time to Contain (MTTC)

Coach and mentor junior TAMs; contribute to the knowledge base, internal processes and playbooks; and lead cross-functional initiatives such as product feedback and GTM alignment

Requirements:
Location

Note:

We are currently prioritizing candidates located in the Pacific or Mountain Time Zones.

Required

8+ years in customer success, technical support, technical account management, or a related IT/security role

Strong confidence managing strategic or complex accounts

Deep understanding of advanced SOC workflows, incident response, and investigation processes, plus SIEM, EDR/XDR, cloud security, and identity threats

Ability to speak credibly to a customer's broader security program and where eSentire fits

Expert…