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
• 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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@VaronisLife