Manager, Technical Account Management, Customer Success

HUMAN was founded in 2012 in a Brooklyn sci-fi bookstore by Tamer Hassan, Michael Tiffany, Dan Kaminsky, and Ash Kalb. Our humble beginnings led to the creation of the Human Defense Platform, the backbone of all our products that safeguards enterprises from sophisticated bots, fraud, and account abuse. Today we verify the humanity of more than 20 trillion interactions per week for some of the largest companies and internet platforms. 
Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our  day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).
 Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a market-changing merger, as well as recently acquired clean.io to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.
HUMAN is looking for a Manager of Technical Account Managers in the Customer Success Department. This strategic role requires a balance of business and strategy, technical skills, sales, and a proactive approach. This role necessitates a highly motivated team player with expertise in operating effectively in a fast-paced, cross-functional environment and establishing broad senior-level relationships. Candidates should possess a proven track record of delivering results and a roll-up-your-sleeves and 'get it done' attitude. They should also demonstrate strong business acumen, outstanding communication skills, and an ability to effectively build relationships with executive and technical stakeholders, both internally and externally with customers and partners.

What you'll do:

• Manage a team of Technical Account Managers, establishing performance objectives, delivering coaching and feedback, and managing workload allocation.
• Monitor customer health and satisfaction levels, identify potential churn risks, and work with the Technical Account Manager team to proactively resolve customer concerns and ensure successful product implementation.
• Act as a point of escalation for customer issues, with the ability to perform technical deep dives and deliver high-level executive summaries, as required.
• Coordinate cross-functional teams and efforts to align customer needs and expectations with business priorities throughout the customer journey.
• Work with Technical Account Managers to formulate strategic account plans for customers, align customer needs with company objectives, and identify opportunities for upselling and cross-selling.
• Maintain a deep understanding of the company's products and services, remain informed on industry trends, and provide technical guidance to the Technical Account Managers team.
• Cultivate strong relationships with key customer stakeholders, including technical decision-makers, to understand their needs and champion their interests.
• Monitor key performance indicators (KPIs) related to customer retention, satisfaction, and product adoption to identify areas for improvement.
• Collaborate with leadership, sales, support, product, engineering, marketing and finance teams to assure a smooth customer experience and address customer issues effectively.

Who you are:

• Solid understanding of our technology and the ability to readily grasp complex technical concepts.
• Exceptional interpersonal skills, adept at establishing and maintaining positive customer relationships.
• Demonstrated experience in leading and inspiring teams, providing effective coaching and mentoring.
• Excellent communication skills, able to articulate technical information clearly to diverse audiences.
• Ability to develop and execute strategic account plans aligned with business objectives.
• Proactive in identifying and resolving customer issues, including those of a complex technical nature.
• Work well under pressu