Director, TAM

About the Role

As the Director of Technical Account Managers, you will lead and scale a high-performing team responsible for the technical success of Abnormal’s highest-value customers. You will drive the strategic direction, operational excellence, and people development of the TAM organization to ensure exceptional customer outcomes, product adoption, and long-term retention. 

What you will do 

• Strategic Leadership: Define and execute the vision and operating model for the TAM function, aligning with cross-functional stakeholders across Customer Success, Product, Engineering, and Support.
  
  
• Team Management & Development: Hire, coach, and grow a team of world-class TAMs. Set clear expectations, support career development, and drive performance against customer success and adoption KPIs.
  
  
• Customer Outcomes & Escalations: Act as an executive escalation point and ensure consistent delivery of high-impact technical guidance and support to our top-tier accounts. Champion customer health and long-term product value.
  
  
• Process & Program Ownership: Build and scale programs around technical onboarding, adoption plans, health checks, and product feedback loops. Establish best practices and frameworks to drive consistency and impact across the TAM team.
  
  
• Cross-Functional Collaboration: Partner closely with Customer Success Managers, Product, Engineering, and Support to ensure seamless customer experiences and proactively influence the product roadmap with customer feedback.
  
  
• Data-Driven Management: Use data and reporting to identify trends, measure impact, and continuously optimize the TAM model to support customer growth, retention, and expansion.
  
  
• Travel: Willingness to travel (~25%) to support onsite customer engagements and team development.

Must Haves 

• 5+ years in management experience of technical teams
• 5-8+ years experience in an enterprise TAM role
• 5+ years experience in Email Security
• Strong technical troubleshooting skills (i.e. previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
• Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
• Strong experience with building and developing long-lasting relationships, especially at an executive-level (including with CISO’s and CIO’s) 
• Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage.
• Broad and deep insight on industry trends and the security landscape
• Previous experience with security and networking technologies and products, including email security products 
• Strong written, spoken, and presentation skills, with the ability to communicate effectively will all levels of the organization - both internally and externally

Nice to Have 

•  Proficiency in English and at least one additional language.

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