Technical Account Manager, Commercial

Hypori is looking for a hands-on, customer-obsessed Technical Account Manager over our commercial accounts to join our Customer Success team. You will be the trusted technical advisor for a portfolio of federal customers, owning the technical relationship from deployment through adoption, optimization, and renewal. You will partner closely with Customer Success Managers, Sales Engineering, Product, Engineering, and Support, Sales, and report to the SVP of Customer Success. 

Hypori is proven at scale. More than 95,000 Department of War users are on the platform today, the Army runs BYOD on it, and we hold IL5, FedRAMP High, NIAP Common Criteria, NSA CSfC, and CMMC 2.0 Level 2. As we grow into financial services, healthcare, and the Defense Industrial Base, the person in this seat makes sure every customer environment is configured right, fully adopted, and ready to expand. 

Responsibilities 

• Serve as the primary technical point of contact and trusted advisor for an assigned portfolio of federal and commercial customers 

• Guide customers through deployment, configuration, and onboarding across cloud, on-prem, and hybrid environments 

• Advise on identity and access integration, including SSO, SAML, PIV/CAC, and directory services, along with app delivery, device policies, and network configuration 

• Own technical escalations, working with Support, Engineering, and Product to drive issues to resolution and keep customers informed throughout 

• Lead technical check-ins, platform health reviews, and the technical portion of QBRs alongside the Customer Success Manager 

• Monitor usage and environment health to spot risk early, and recommend optimizations that drive adoption 

• Provide the configuration evidence and documentation security officers need for ATO, accreditation, and compliance reviews 

• Plan and coordinate upgrades and new releases within each customer’s change control process 

• Train customer administrators and systems integrator staff so their teams become self-sufficient 

• Bring customer feature requests and technical feedback to Product and Engineering, and advocate for what customers need 

• Identify expansion opportunities and support renewals with Customer Success and Sales 

• Build reusable assets such as runbooks, deployment guides, and knowledge base articles 

Qualifications 

• 5+ years in technical account management, solutions engineering, or a similar post-sale technical role in B2B SaaS or cybersecurity 

• Hands-on experience with enterprise IT and security, including identity and access management (SSO, SAML, MFA), networking, and Linux or Windows administration 

• Experience deploying or supporting cloud-based solutions on AWS, Azure, or government cloud environments 

• Track record of managing escalations across a portfolio of enterprise or government accounts 

• Able to explain technical topics clearly to administrators, security teams, and executives 

• Proficiency with Salesforce, Jira, and Confluence 

• Authorized to work in the United States without visa sponsorship 

• Location: remote or hybrid with travel up to 20% percent to customer sites 

Who You Are 

• Speed: You move with urgency and get things done today, not next week 

• Focus: You spend your time on the issues and accounts that matter most to customer outcomes 

• Extreme ownership: Your customers, your environments, your escalations. No excuses 

• Accountability: You do what you say, when you say. You flag risks early, to your team and your customer 

• Coachability: You ask for feedback, act on it, and get better 

• Humility: You know what you don’t know, and you say so