About eSentire
eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can't find a solution, you build it. And today, that means pioneering the future of AI-powered security. At eSentire, we're building a cutting-edge AI Security Operations Platform that will amplify human expertise, not replace it, creating a workplace where innovation meets impact.
Our culture is based on transparency, teamwork, and continuous innovation, where your ideas can shape how AI and human intelligence work together to outsmart cyber adversaries. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries—and we're looking for forward-thinking talent to help us define what AI-first security, human-backed trust means for the industry.
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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 knowledge of eSentire's platform and service portfolio
Ability to communicate technical complexity to any size audience, including executive stakeholders, equally…