Technical Account Manager - Digital

Job Description

Job Title: Technical Account Manager – Digital

Summary

The Digital Technical Account Manager (TAM) is a hybrid post‑sales role combining Customer Success and Technical Account Management responsibilities. The Digital TAM will partner closely with Sales teams to deliver cyber security outcomes to a portfolio of aligned customers.

The Digital TAM model is designed to deliver a scalable, consistent, and outcome‑driven customer experience, leveraging automation, telemetry, and targeted engagement rather than heavy 1:1 coverage.

This role is enabled by automation and repeatable workflows that reduce manual effort and support scale, allowing delivery of a consistent, outcome‑driven customer experience without reliance on heavy 1:1 coverage.

Primary Objectives

The TAM is accountable for:

Ensuring renewal predictability and risk visibility for covered accounts

Driving customer engagement and self‑adoption through scalable touchpoints

Monitoring and improving platform health and usage signals

Translating usage via a Find / Fix / Alert / Label methodology, and engagement indicators, into actionable outcomes

Delivering a uniform Varonis experience across a large customer portfolio

Responsibilities

1. End‑to‑End Customer Ownership

Own the customer lifecycle from onboarding through renewal

Act as the single post‑sales point of accountability for customer success

Maintain clear ownership of customer follow‑ups, risks, actions, and outcomes

2. Renewal & Risk Management

Proactively identify, document, and escalate renewal risks through defined cadences

Drive internal renewal risk cadence meetings

Ensure no surprise churn attributable to lack of engagement, ownership, or visibility

Maintain accurate and up‑to‑date risk tracking

3. Customer Engagement (Scalable Model)

Drive customer engagement using scalable touchpoints, including:

Automated email campaigns

Webinars

Working sessions / “Office hours”

Validate that customers remain meaningfully engaged

4. Platform Health, Usage & Adoption Monitoring

Continuously monitor customer health signals and act accordingly:

Deliver against KPIs for “Find”, “Fix”, “Alert” and “Label” value outcomes

Platform usage metrics (e.g. WebUI activity, automation usage where applicable)

Treat usage trends as leading indicators, not just outcomes

Identify patterns such as:

High usage with potential

Low usage requiring improvement

Drop in usage as early risk signals

5. Reporting, Visibility & Hygiene

Ensure:

Accurate data in CRM

Consistent tracking of engagement and health indicators

Clear documentation of risks, actions, and decisions

Provide leadership with predictable, explainable signals, not anecdotal updates

Requirements

Strong understanding of post‑sales motions in a SaaS environment

Ability to operate across technical, operational, and customer‑facing topics

High comfort level with using data to tell a narrative regarding account health

Strong execution discipline and follow‑through

Ability to influence customer behavior

Clear written communication and structured customer messaging

The Digital TAM is successful when:

Renewal risks are identified early and escalated through the defined process

There is no surprise churn linked to lack of engagement or ownership

A meaningful percentage of TAM‑covered customers engage in at least one scalable touchpoint per month (webinars, clinics, campaigns)

Platform health and usage signals are stable or improving over time

Customer backlogs remain manageable, with no critical unanswered requests

Data and reporting enable leadership to make confident decisions about scalability and rollout

Both post-sales and pre-sales goals are being met through a cohesive strategy which achieves both successful retention and expansion outcomes

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