Senior Technical Account Manager

About the role

The Senior Technical Account Manager will oversee Refractal's UK and European customers post-sale. This role involves leading onboarding, driving product adoption, and managing accounts through renewals and expansion to ensure customers derive measurable value. You will act as the primary technical point of contact, coordinating between customer stakeholders and internal engineering teams.

Responsibilities

• Lead onboarding and implementation plans with customers' security, risk and AI teams.
• Act as the technical point of contact for troubleshooting integrations and managing escalations.
• Track adoption and outcomes while running regular business reviews with customer stakeholders.
• Own renewals and identify expansion opportunities in collaboration with Account Executives.
• Translate customer feedback into product requirements and develop technical account management playbooks.

Required skills

• Technical Account Management
• Customer Success
• B2B Software
• Cloud
• APIs
• Identity
• SaaS Integrations
• AI agents

Nice to have

• Financial services
• Healthcare
• Public sector
• EU AI Act
• NIST AI RMF
• ISO/IEC 42001

Benefits

• Equity
• Pension contribution
• Private medical cover
• Dental cover
• Visa support
• Relocation support

About the Company

Refractal is an AI security company building infrastructure to defend against autonomous AI threats. Founded by experts from MIT, Microsoft, NASA and the U.S. Navy, the company provides detection solutions for organisations that require high-security standards.