HUMAN was founded in 2012 in a Brooklyn sci-fi bookstore by Tamer Hassan, Michael Tiffany, Dan Kaminsky, and Ash Kalb. Our humble beginnings led to the creation of the Human Defense Platform, the backbone of all our products that safeguards enterprises from sophisticated bots, fraud, and account abuse. Today we verify the humanity of more than 20 trillion interactions per week for some of the largest companies and internet platforms. 
Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our  day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).
 Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a , as well as recently acquired to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.
HUMAN is looking for a Manager of Technical Account Managers in the Customer Success Department. This strategic role requires a balance of business and strategy, technical skills, sales, and a proactive approach. This role necessitates a highly motivated team player with expertise in operating effectively in a fast-paced, cross-functional environment and establishing broad senior-level relationships. Candidates should possess a proven track record of delivering results and a roll-up-your-sleeves and 'get it done' attitude. They should also demonstrate strong business acumen, outstanding communication skills, and an ability to effectively build relationships with executive and technical stakeholders, both internally and externally with customers and partners.What you'll do:Manage a team of Technical Account Managers, establishing performance objectives, delivering coaching and feedback, and managing workload allocation.Monitor customer health and satisfaction levels, identify potential churn risks, and work with the Technical Account Manager team to proactively resolve customer concerns and ensure successful product implementation.Act as a point of escalation for customer issues, with the ability to perform technical deep dives and deliver high-level executive summaries, as required.Coordinate cross-functional teams and efforts to align customer needs and expectations with business priorities throughout the customer journey.Work with Technical Account Managers to formulate strategic account plans for customers, align customer needs with company objectives, and identify opportunities for upselling and cross-selling.Maintain a deep understanding of the company's products and services, remain informed on industry trends, and provide technical guidance to the Technical Account Managers team.Cultivate strong relationships with key customer stakeholders, including technical decision-makers, to understand their needs and champion their interests.Monitor key performance indicators (KPIs) related to customer retention, satisfaction, and product adoption to identify areas for improvement.Collaborate with leadership, sales, support, product, engineering, marketing and finance teams to assure a smooth customer experience and address customer issues effectively.Who you are:Solid understanding of our technology and the ability to readily grasp complex technical concepts.Exceptional interpersonal skills, adept at establishing and maintaining positive customer relationships.Demonstrated experience in leading and inspiring teams, providing effective coaching and mentoring.Excellent communication skills, able to articulate technical information clearly to diverse audiences.Ability to develop and execute strategic account plans aligned with business objectives.Proactive in identifying and resolving customer issues, including those of a complex technical nature.Work well under pressure and have a sense of urgency, experienced in managing escalations and challenging situations with customers and with internal company teams. Analytical mindset, experienced in working with data driven products, and familiar with reports and dashboards for internal and customers’ use. The base pay range for this position is $130,000- $175,000 which can include additional on-target bonus and/or incentives. The base pay offered may vary depending on location, job related knowledge, skills, and experience. Stock options and other incentive pay may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position ultimately offered.
HUMAN prides itself on being an equal opportunity workplace. We firmly believe in putting people first regardless of who you are, where you come from, how you identify, or who your favorite robot is (we have many). We are on a mission to protect the integrity of the internet for everyone, so we welcome all individuals to come to share their unique experiences and perspectives as we fight against cybercrime together!
With Humans located in all parts of the world, we’ve fully embraced our diversity of thought and are always looking for innovative ways to connect with one another - even in virtual reality! Although New York City is our HQ, we have teams in Tel Aviv, Israel; London, UK; Victoria, Canada; San Mateo, CA; Miami, FL; and Virginia.
We trust our Humans in choosing where they work and how they work. The total rewards package we provide reflects our commitment to our Humans’ personal career development, which includes annual stipends for wellbeing and learning & development, and a one time home office setup stipend. We also offer weekly lunches, dedicated time off, no-meeting Fridays (for our U.S. and Intl. based HUMANs), HUMAN days, and so much more.
We’re constantly trying to anticipate the needs of our Humans to ensure each one of us is equally prepared to do some of the best work of our life. Taking care of one another is part of the HUMAN experience and how we build true HUMAN connections.
If you are an individual with a disability or special need that requires accommodation, please contact us directly.