[Hiring] Senior Technical Account Manager @eSentire

Role Description

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
• 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.
• 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 well in a CISO briefing and a deep-dive configuration session.
• High autonomy and organizational discipline across a complex, multi-account portfolio.
• One advanced professional industry certification or SANS training (e.g., CISSP, CISM, GIAC); to be obtained if not held.

Preferred

• Familiarity with NIST, MITRE ATT&CK, or ISO 27001.
• 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.

Compensation Range

The expected base salary range for this role is $100,000-$110,000 CAD. This range is for the primary location for which the job is posted. Actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge, skills, and internal equity.

Benefits

• We reward strong performance through role-specific incentive programs, including either an annual bonus program or a competitive commission plan.
• Competitive benefit program.
• Paid parental leave.
• Matching RRSP or 401K program for retirement savings.
• Competitive employee referral bonus.

Accommodation

If you have any accessibility requirements during the recruitment process, please reach out to our HR team at [email protected] and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.