Technical Account Manager - Digital

Technical Account Manager – Digital

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

• 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
• 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
• 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
• 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
• 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