Senior Technical Account Manager

About eSentire

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can't find a solution, you build it. And today, that means pioneering the future of AI-powered security. At eSentire, we're building a cutting-edge AI Security Operations Platform that will amplify human expertise, not replace it, creating a workplace where innovation meets impact.  

Our culture is based on transparency, teamwork, and continuous innovation, where your ideas can shape how AI and human intelligence work together to outsmart cyber adversaries. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries—and we're looking for forward-thinking talent to help us define what AI-first security, human-backed trust means for the industry.

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About the Role:

As a Senior Technical Account Manager at eSentire, you are the technical authority and outcome delivery lead for a portfolio of strategic and complex customers. You lead business and technical conversations independently, up to VP and C-level, and partner with a dedicated Account Manager on commercial matters and account planning. You ensure every customer in your portfolio realizes the full security value of eSentire's Atlas AI MDR platform - measurably and consistently.

You will lead all technical cadences: onboarding, platform optimization, security reviews and incident response, translating Atlas AI capabilities, TRU threat intelligence, and SOC findings into clear, prioritized guidance. You will also coach junior TAMs and help shape how the TAM team operates.

Responsibilities:

Serve as the primary technical point of contact and trusted advisor to top accounts, including VP/C-level stakeholders, maintaining a Customer Success Plan that tracks measurable security outcomes.

• Lead technical check-ins, platform reviews, and Quarterly Service Reviews, independently leading discussions on service performance and escalation handling. Proactively monitor account health and mitigate risk before it escalates.
• Independently deliver the Architecture Review and advise on service configuration and architecture for complex environments
• Own complex and high-severity technical escalations end-to-end, coordinating across SOC, Product, and Engineering
• Guide customers through onboarding and ongoing optimization across their full tech stack (SIEM, EDR, XDR, cloud, identity)
• Deliver tuning recommendations, executive briefings, and enablement sessions tailored to each customer’s security maturity
• Lead customer-facing communication during active incidents, partnering with the SOC on post-incident maturity
• Assess risk and opportunity across your book of business, identify churn risk early, and build and execute a strategy against plan; work with Account Management peers on account planning for top accounts and influence renewal and expansion outcomes
• Report on key outcome metrics: detection efficacy, threat disruption rates, and Mean time to Contain (MTTC)
• Coach and mentor junior TAMs; contribute to the knowledge base, internal processes and playbooks; and lead cross-functional initiatives such as product feedback and GTM alignment

Requirements:

Location Note: We are currently prioritizing candidates located in the Pacific or Mountain Time Zones.

Required

• 8+ years in customer success, technical support, technical account management, or a related IT/security role
• Strong confidence managing strategic or complex accounts
• Deep understanding of advanced SOC workflows, incident response, and investigation processes, plus SIEM, EDR/XDR, cloud security, and identity threats
• Ability to speak credibly to a customer's broader security program and where eSentire fits
• Expert knowledge of eSentire's platform and service portfolio
• Ability to communicate technical complexity to any size audience, including executive stakeholders, equally well in a CISO briefing and a deep-dive configuration session
• High autonomy and organizational discipline across a complex, multi-account portfolio.
• One advanced professional industry certification or SANS training (e.g., CISSP, CISM, GIAC); to be obtained if not held

Preferred

• Familiarity with NIST, MITRE ATT&CK, or ISO 27001
• Experience with CRM platforms (e.g., Salesforce, Gainsight) and security monitoring tools
• Bachelor's degree in Cybersecurity, Computer Science, Information Technology, or a related field

This posting is for an existing vacancy

Compensation Range

The expected base salary range for this role is $100,000-$110,000 CAD with an 85% base / 15% variable compensation structure. This range is for the primary location for which the job is posted. Actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge, skills, and internal equity.

Our Culture and Values

We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.

Total Rewards

We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes:

• We reward strong performance through role-specific incentive programs, including either an annual bonus program or a competitive commission plan
• Competitive benefit program
• Paid parental leave
• Matching RRSP or 401K program for retirement savings
• Competitive employee referral bonus

Artificial Intelligence (AI) Notice:

As part of our recruitment process, eSentire may use Artificial Intelligence (AI) tools to assist recruiters with reviewing and summarizing application materials. All candidate evaluations and hiring decisions are made by members of our hiring team

Accommodation
If you have any accessibility requirements during the recruitment process, please reach out to our HR team at [email protected] and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.

It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate “esentire.com" email addresses, never from a public email address.