Technical Account Manager | AI AppSec

About the role

You will join the NYC office as a key member of our Post-Sales team, collaborating closely with Jess, our Head of Customer Success. As the primary post-sales technical partner for a portfolio of customers, you will guide them from handover to deployment through to long-term adoption. You'll work directly with technical stakeholders, including Application Security teams, security engineers, developers, and platform leaders in a global context. This is not a traditional Customer Success role. It demands strong technical expertise and the credibility to work alongside engineering and security teams.

Responsibilities

• Owning the customer relationship post-sales, starting at handoff from Sales Engineering
• Guiding customers through production deployment, product configuration, technical integrations, and adoption
• Troubleshooting and resolving technical challenges, using scripting and workflow automation as needed
• Connecting Escape to customers' existing engineering and security processes
• Collaborating with Sales Engineering, Product, and Engineering teams throughout the customer lifecycle
• Traveling for in-person customer engagements, workshops, conferences, and company offsites

Requirements

• An engineering degree in computer science, software engineering, cybersecurity, or a similar technical field
• 3+ years of technical customer-facing experience within SaaS, cybersecurity, developer tools, or another deep-tech environment
• Technical credibility with engineering leaders, developers, application and platform security teams
• Deep understanding of software architecture, APIs, integrations, and modern development environments, AI and pentesting
• Hands-on experience with scripting, troubleshooting, or workflow automation
• Ability to investigate and resolve complex technical issues
• Strong customer instincts: you can build trust, manage expectations, and translate technical concepts clearly for different audiences
• The ability to manage several customer priorities while maintaining strong follow-through and attention to detail
• Motivation to work autonomously and help build the foundations of a fast-growing Post-Sales team
• Willingness to work from the NYC office and travel as needed

Bonus Points

• Experience in application security, DAST, API security, penetration testing, or vulnerability management
• Previous experience as a software engineer, solutions engineer, technical consultant, or security engineer
• Familiarity with GraphQL, REST APIs, CI/CD pipelines, cloud environments, or developer tooling
• Experience supporting enterprise customers through complex technical deployments
• Experience contributing to renewals, expansions, or technical account plans

What Success Looks Like

First 3 Months: Confidently demo Escape and explain our technical differentiators. Develop a strong understanding of our platform, customers, use cases, architecture, and integrations. Learn our post-sales processes and the most common technical challenges our customers encounter. Begin owning customer conversations and technical follow-ups alongside Jess and the wider team. Successfully manage your first customer handovers from POC to production. Build trusted relationships with stakeholders across security, engineering, and product teams.

3–6 Months: Independently own the technical relationship for a portfolio of customers. Lead onboarding, deployment, integrations, and technical workshops. Maintain clear account plans covering customer objectives, adoption, risks, and next steps. Proactively identify and resolve technical or adoption blockers before they become renewal risks. Identify opportunities for deeper adoption, new use cases, and account expansion. Establish a strong collaborative rhythm with Customer Success, Sales Engineering, Product, and Engineering.

6–12 Months: Become a trusted technical advisor to customers, including senior security and engineering stakeholders. Drive measurable improvements in product adoption, customer retention, and expansion. Help turn successful customers into reference customers, case studies, and advocates. Build repeatable onboarding, integration, and technical account management processes. Bring structured customer insights that directly influence Escape's product roadmap. Help shape how the Technical Account Management function grows within our Post-Sales team.

What we offer

• Hands-on exposure to APIs, integrations, scripting, automation, and real-world cybersecurity challenges
• Full autonomy and genuine ownership in a high-impact customer-facing role
• Regular customer visits, company offsites, and opportunities to represent Escape at industry events
• The opportunity to help build and scale our TAM function from an early stage

Hiring Process

• 30-minute introductory call with People & Talent
• At-home technical challenge using the Escape platform, focused on scripting and problem-solving. You'll have a maximum of 4 hours to complete it
• 45-minute conversation with Jess, our Head of Customer Success, to discuss your experience, approach, and technical challenge
• 45-minute conversation with the founders
• Reference checks, then offer. Total process: 2–3 weeks. We'll keep you informed throughout