Director, Technical Account Managers (TAM)

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 high-performing TAMs. Set clear expectations, support career growth, and foster accountability against customer success and adoption KPIs.

Customer Outcomes & Escalations – Serve as an executive escalation point and ensure the 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 that drive consistency and measurable impact across the TAM organization.

Cross-Functional Collaboration – Partner closely with Customer Success Managers, Product, Engineering, and Support to deliver seamless customer experiences and proactively influence the product roadmap with customer insights.

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 (~30%) for onsite customer engagements and team development.

Must Haves

• 5+ years of experience managing technical customer-facing teams (TAM, SE, Support, or related enterprise SaaS roles)
• 5+ years of experience as an Enterprise Technical Account Manager or in a similar post-sales technical leadership capacity
• 5+ years of experience in cybersecurity, ideally at a leading security company or enterprise-level SaaS provider, with demonstrated success in building and scaling high-performing technical teams and programs
• Proven ability to troubleshoot complex technical issues (e.g., previous Support or SE experience) and collaborate across Product, Engineering, and Support to resolve challenges
• Action-oriented mindset with the ability to synthesize inputs across functions and translate them into scalable solutions and clear customer narratives
• Proven success building and maintaining trusted executive relationships (CISO, CIO, and senior IT/security leaders)
• Demonstrated ability to drive product adoption and value realization, including introducing new features, best practices, and measurable outcomes
• Deep understanding of security and networking technologies, with familiarity in email security a plus
• Exceptional communication and executive presence — strong written, spoken, and presentation skills across all organizational levels

Nice to Haves

• Direct experience working with email security products or platforms
• Experience supporting global enterprise customers; fluency in additional languages beyond English is a plus

#LI-ME1