What are the responsibilities and job description for the Technical Account Manager position at MIND?
At MIND, we're building the future of intelligent data protection. We help organizations protect their most sensitive information in the AI era - automatically. As the first data security platform that puts data loss prevention and insider risk management on autopilot, we're making protection smarter, simpler and more precise.
We're growing quickly, backed by industry leaders and trusted by innovative companies to secure data across SaaS apps, Gen AI tools and hybrid endpoints.
We solve complex problems with simplicity and creativity. Our team is made up of passionate builders who care deeply, think critically and want to make a meaningful impact. If you’re ready to mind what matters with us, we’d love to meet you.
As a Technical Account Manager at MIND, you own a portfolio of enterprise customers end-to-end, from initial deployment through long-term success. You are the primary technical and strategic point of contact, ensuring customers are fully deployed, engaged and realizing measurable value from the MIND platform.
You bring strong technical depth and clear communication, operating effectively with engineers, IT administrators and security leadership. You anticipate issues, guide resolution and represent the customer internally as MIND scales across regulated industries such as healthcare, financial services and critical infrastructure.
Responsibility:
Customer Ownership & Success
We're growing quickly, backed by industry leaders and trusted by innovative companies to secure data across SaaS apps, Gen AI tools and hybrid endpoints.
We solve complex problems with simplicity and creativity. Our team is made up of passionate builders who care deeply, think critically and want to make a meaningful impact. If you’re ready to mind what matters with us, we’d love to meet you.
As a Technical Account Manager at MIND, you own a portfolio of enterprise customers end-to-end, from initial deployment through long-term success. You are the primary technical and strategic point of contact, ensuring customers are fully deployed, engaged and realizing measurable value from the MIND platform.
You bring strong technical depth and clear communication, operating effectively with engineers, IT administrators and security leadership. You anticipate issues, guide resolution and represent the customer internally as MIND scales across regulated industries such as healthcare, financial services and critical infrastructure.
Responsibility:
Customer Ownership & Success
- Own a portfolio of enterprise accounts post-sale, serving as the primary technical and relationship point of contact
- Drive deployment completion, platform adoption, and measurable outcomes across your book of business
- Lead recurring implementation syncs, QBRs, and executive check-ins with key stakeholders
- Proactively monitor customer health signals and intervene before issues escalate
- Manage customer escalations with urgency, clear communication, and documented resolution paths
- Guide customers through complex deployments spanning endpoints, VDI environments, file shares, cloud storage, and browser-based DLP
- Troubleshoot connectivity, agent deployment, policy configuration, and integration issues across diverse enterprise environments
- Develop deep product expertise and serve as the first line of technical escalation for your accounts
- Partner with engineering to triage bugs, reproduce issues, and drive resolution at appropriate priority
- Document implementation patterns, workarounds, and edge cases to build institutional knowledge across the TAM team
- Synthesize patterns across your customer portfolio into actionable product feedback with supporting data
- Participate in structured TAM-to-product feedback loops, including intake workflows and prioritization discussions
- Collaborate with Sales on renewal risk, expansion opportunities, and account health signals
- Contribute to onboarding materials, runbooks, and internal documentation to improve team scalability
- 6 years of experience in Technical Account Management, Customer Success Engineering, or a similar post-sales technical role at a B2B SaaS company, preferably experience in startups
- Demonstrated ability to manage a portfolio of complex enterprise accounts simultaneously
- Strong technical aptitude: comfortable reading logs, navigating CLI environments, debugging integrations, and understanding network/endpoint architecture
- Experience deploying or supporting endpoint security, DLP, CASB, or adjacent data security products is a strong plus
- Familiarity with enterprise IT environments: Active Directory, MDM tools (Intune, Jamf, SCCM), VDI, and cloud storage platforms
- Excellent written and verbal communication skills; able to adapt from technical deep-dives to executive-level business reviews
- Proven track record of driving deployment completion and measurable customer outcomes
- Experience working with regulated industries (healthcare, financial services, government) preferred
- Ability to operate autonomously while collaborating cross functionally with Product, Engineering and Support
- Passion for customer outcomes and clear ownership over customer success
- Ability to travel up to 25% for on-site customer engagement
- You independently drive, execute and manage customer accounts through full deployment within agreed timelines
- You drive meaningful engagement by developing power users within the MIND platform and building a trusted, strategic relationship, so customers trust you as their guide, not just a point of contact
- Adoption deepens with measurable improvements in efficiency and risk visibility
- Customers in your portfolio renew and expand; churn risk is identified and mitigated early
- Feedback from your portfolio directly shapes how MIND evolves
- You contribute to a scalable, repeatable TAM motion; not just executing it