Technical Account Manager - Application & Offensive Security

📋 Description

• • Serve as the primary point of contact for a large and growing portfolio of customers, ensuring a seamless, reliable experience across the entire customer journey without any issues falling through the cracks.
• • Own the end-to-end post-sale lifecycle for hundreds of customer accounts, delivering high-touch support when needed while scaling self-service adoption through structured workflows.
• • Act as a problem solver by conducting independent analysis and triage of customer issues before escalating to internal engineering or product teams, ensuring timely resolution without unnecessary delays.
• • Collaborate closely with product and sales teams to align on strategy, execution, and customer outcomes, translating feedback into actionable product improvements.
• • Function as an external-facing technical program manager, identifying gaps in customer workflows, advocating for process fixes, and recognizing opportunities for automation—even without writing code.
• • Translate technical pentesting findings and vulnerability data into clear, actionable guidance for security and engineering stakeholders, helping them understand risk and prioritize remediation.
• • Work directly with security teams, AppSec leaders, and engineering orgs integrating XBOW’s autonomous pentesting platform into their vulnerability management programs, understanding their toolchains and workflows.
• • Maintain a strong grasp of application security fundamentals including OWASP Top 10, CVSS scoring, and common vulnerability classes to confidently field customer questions and contextualize results.
• • Support customers running large-scale assessments across dozens or hundreds of applications, tracking coverage rates, SLA adherence, and identifying recurring trends in scan outcomes.
• • Partner with Product and Engineering to triage edge cases in scan results, distinguishing between product limitations and expected platform behavior.
• • Build, maintain, and improve customer-facing documentation, runbooks, and enablement materials grounded in real-world product usage and customer workflows.
• • Drive continuous improvement by representing the voice of the customer internally, advocating for changes that reduce friction, automate touchpoints, and enhance customer outcomes.
• • Navigate complex product questions with confidence, escalating appropriately while maintaining customer trust and ensuring accurate information is provided.
• • Help define and scale the model for customer success at XBOW by shaping processes that enable efficient support for a high-volume, high-growth customer base.
• • Understand how XBOW fits into broader security ecosystems, including DAST/SAST platforms, vulnerability management systems, and developer toolchains, to provide contextually relevant support.
• • Maintain a deep focus on operational excellence, ensuring consistency and reliability across all customer interactions while adapting support intensity based on customer needs.
• • Deliver a customer experience that balances efficiency with empathy, ensuring even self-serve customers feel supported and valued.
• • Contribute to the evolution of XBOW’s customer success framework by identifying patterns, proposing scalable solutions, and helping establish best practices for a rapidly growing user base.