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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