Director, Technical Account Management

Department: Customer Success

Employment Type: Full-Time

Location: Remote

Life is short. Work somewhere awesome.

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform.

TL;DR: We are a bunch of geeks who help protect our clients data (and people in their network) by locating cyber risks.

The Director of Technical Account Management leads Flare’s team of threat intelligence experts as they help customers optimize their use of the Flare platform and data. 

The Director acts as a player-coach and is accountable for the customer value realization, in partnership with peers in Product, Customer Success and Support functions. The TAM team leverages their cybersecurity and threat intelligence expertise to provide bespoke advice and reusable playbooks to customers and colleagues to achieve this goal. Additionally, the Director will work closely with peers to disseminate client feedback and refine internal processes.

This is a high impact role with a global scope. It will require a degree of work outside of normal business hours to support customers.

Your purpose and impact:

Your mission, should you choose to accept it, is to directly and indirectly enable customers to obtain full value from their investment in Flare .

• Develop and lead a team of Technical Account Managers, who serve as Flare’s trusted customer advisors and technical escalation resources.
  • Develop and optimize TAM processes and workflows, with a focus on automation, efficiency, and repeatability.
  • Hire, train, and manage new team members.
• Provide deep technical guidance on leveraging the Flare platform to maximize and optimize the impact of customers’ cyber threat intelligence workflows.
  • Lead efforts to develop customer enablement processes and collateral to operationalize Flare’s identity-threat intelligence into security workflows
  • Demonstrate best practices in threat identification and remediation, including the use of Flare to perform research and investigations into sophisticated threat groups, phishing schemes, and cybercrime syndicates 
  • Work with the Product and Engineering team leads to develop, document, and enable new methodologies to accelerate customer identity security and threat intelligence workflows.
  • Create customer playbooks for operationalizing identity threat intelligence and cybercrime data into measurable business outcomes.
• Collaborate closely with Customer Success Managers and other department leaders to ensure customers achieve outstanding outcomes with Flare’s platform.
• Work with leaders cross-functionally to refine and improve technical escalation processes. 
• Collaborate directly with Product and Engineering team leads to resolve issues, document results, and enable the TAM and CSM teams on the outcomes.
• Participate in on-site customer visits and industry events to provide hands-on support and build strong customer relationships.
• Provide input to the Product team on feature requests, technical challenges, and areas for improvement based on customer feedback.

You’ll be a perfect fit if you posses:

• 12+ years of experience in client facing cybersecurity consulting roles, with threat intelligence experience (preferred).
• Background as a SOC analyst roles or as a threat researcher.
• Prior experience leading a team and working in B2B SaaS environments or implementing SaaS solutions.
• Experience working with API integrations and webhooks.
• Basic Python development skills.
• Excellent problem-solving skills with the ability to navigate complex technical issues and provide effective solutions.
• Exceptional communication and interpersonal skills, capable of simplifying complex technical concepts for customers.
• Ability to work cross-functionally with CSMs, Product, and Engineering teams.
• Strong organizational skills with the ability to manage multiple accounts, prioritize tasks effectively and drive issues to resolution.

What this role will achieve …

Within 30 Days

• You will be deeply familiar with Flare’s platform, datasets, and customer use-cases. You will be able to perform a highly competent end to end demo of the platform to both technical and executive audiences.
• You will be able to quickly assess client deployments and recommend configuration improvements based on desired use case and best practices.
• You will have conducted a review of the current TAM process and identified gaps and quick win improvement ideas that will yield superior customer outcomes.
• You will have assessed the team’s capabilities and capacity and recommended a plan for the 2027 budget. 

Within 60 Days

• You will have helped 2 highly sophisticated customers unlock new use-cases and integrate Flare data into security workflows. 
• You will have held one technical enablement session with the CSM team to up-level the team on cybercrime knowledge.
• You will be routinely partnering with CS Leaders to discuss improvement strategies to yield measurable customer outcomes. 
• You will have implemented a dashboard to measure the impact the TAM function is having on customers.
• You will have become an active participant in one of Flare’s continuous improvement initiatives.
• You will have mastered several Flare integrations to be able to enable customers to integrate Flare data easily into their security program.

Within 90 Days

• You will be able to answer complex product questions asked by the CS and AE teams.
• You will be routinely partnering with the product and enablement teams on opportunities to improve customer value realization. 
• You will have established a measurable contribution between the TAM function and renewal revenue. 
• You will have identified and launched a new project as part of Flare’s continuous improvement initiatives.
• You will have developed, documented and trained customer facing teams on a new best practice to improve customer adoption.

What it’s like to be part of Flare:

• You will find a people-first company where work-life balance is valued. You’ll receive:
  • Competitive salary
  • Bonus structure 
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun company events; “Flamping”, curling, rock climbing and many others
• You will join a high-growth, innovative start up where you’ll see your impact immediately and be empowered to take on challenges for your personal and professional growth
• You will work with an inspiring and award-winning team who are passionate about what they do and the clients we serve, whose work has been referenced in leading academic journals and international media

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Flare we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.