The Role

As a Technical Account Manager at eSentire, you are the technical authority and outcome delivery lead for a portfolio of customers. Working alongside a dedicated Account Manager who owns the commercial relationship, 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.

What You Will Own:

• Serve as the primary technical point of contact and trusted advisor maintaining a Customer Success Plan that tracks measurable security outcomes.
• Lead technical check-ins, platform reviews, and Quarterly Service Reviews. Proactively monitor account health and mitigate risk before it escalates.
• Own 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
• Report on key outcome metrics: detection efficacy, threat disruption rates, and Mean time to Contain (MTTC)

What We're Looking For:

• 4+ years in technical account management, cybersecurity engineering, or customer success within an MDR, MSSP or SaaS cybersecurity environment
• Solid knowledge of threat detection and response, SIEM, EDR/XDR, cloud security, identity threats, and incident response
• Ability to communicate technical complexity equally well in a CISO briefing and a deep-dive configuration session
• High autonomy and organizational discipline across a complex, multi-account portfolio.
• Preferred
• Familiarity with NIST, MITRE ATT&CK, or ISO 27001
• Security certifications: CompTIA Security+, CEH, CISSP, or equivalent
• Experience with CRM platforms (e.g., Salesforce, Gainsight) and security monitoring tools
• Bachelor's degree in Cybersecurity, Computer Science, Information Technology, or a related field