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About the Role
Refractal is seeking a customer-facing professional to manage UK and European accounts post-sale. This role involves leading onboarding, driving product adoption, and managing accounts through renewal and expansion to ensure customers derive measurable value.
Responsibilities
- Lead onboarding and implementation plans with customers' security, risk, and AI teams, alongside Forward Deployed Engineers.
- Act as the technical point of contact, troubleshooting integrations, managing escalations, and coordinating fixes with engineering.
- Track adoption and outcomes, and conduct regular business reviews with customer stakeholders.
- Own renewals and identify expansion opportunities with Account Executives.
- Translate customer feedback into product requirements and develop technical account management playbooks and documentation.
Requirements
- 5+ years as a technical account manager, customer success engineer, or similar in B2B software, ideally security.
- Solid technical grounding in cloud, APIs, identity, and SaaS integrations.
- Working knowledge of AI agents.
- Proven track record of strong retention and expansion across enterprise accounts.
- Ability to remain composed with senior stakeholders during escalations.
- Clear written and spoken communication skills.
- Experience with regulated customers in financial services, healthcare, or the public sector (nice to have).
- Familiarity with the EU AI Act, NIST AI RMF, or ISO/IEC 42001 (nice to have).
Skills
- Cloud
- APIs
- Identity
- SaaS integrations
- AI agents
Location
- UK
- Europe
Work Type
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- £70,000–£120,000
Benefits
- Competitive equity
- Pension contribution
- Private medical cover
- Private dental cover
- Visa and relocation support
About the Company
- Refractal is an AI security company building infrastructure to defend against autonomous AI threats.
- Founded with expertise from MIT, Microsoft, NASA, and the U.S. Navy.
- Product enables organizations to detect AI-enabled threats cost-effectively without sacrificing detection quality.
- Combines proven cybersecurity methods with frontier AI security research.
- Works with governments and organizations requiring high security standards.
- Backed by leading deep-tech and cybersecurity investors.