Technical Success Manager

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com .

Job D escription :

The Technical Success Manager (TSM) is responsible for driving customer value through a combination of technical expertise and customer ownership. Acting as a trusted advisor, the TSM ensures customers achieve strong adoption, measurable outcomes, and long-term success with Darktrace.

Core Responsibilities:

1. Own Customer Outcomes

Lead the post-sale engagement model across onboarding, adoption, optimization, and renewal readiness

Build relationships with key technical stakeholders

Develop and execute success plans aligned to customer objectives

Collaborate with Account Managers, Sales Engineers, and Renewal Managers to shape and execute aligned account strategies that drive customer outcomes

2. Drive Technical Value & Adoption

Serve as the primary technical advisor for customers

Ensure deployments are optimized and supporting customer needs

Lead use case expansion, health checks, and technical reviews

3. Identify & Mitigate Risk

Monitor customer health, adoption, and technical performance

Proactively address risks (e.g., low adoption, configuration gaps)

Lead escalations and coordinate with internal teams when needed

4. Support Retention & Growth

Reinforce value to support renewals and long-term retention

Identify opportunities to usage of Darktrace capabilities

Partner with Sales and Renewals on growth strategies

What Success Looks Like:

Customers achieve measurable security and operational outcomes

High product adoption, strong platform utilization, and expanded use cases

Minimal escalations through proactive technical and strategic management

Strong renewal rates and consistent customer growth

Customers become advocates and reference-able accounts

Key Skills & Experience:

Strong stakeholder management and communication skills

3–5 years in a customer-facing technical role (e.g., TAM, Customer Success Engineer)

Strong understanding of cybersecurity fundamentals (network, cloud, email)

Ability to translate technical concepts into business value

Benefits:

100% medical, dental and vision insurance, plus dependents

Paid parental leave

Pet insurance Discount

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Darktrace is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. If you require a reasonable accommodation to participate in the application or interview process, please contact your Talent Partner.

Employment with Darktrace is at-will, meaning either the employee or Darktrace may terminate the employment relationship at any time, with or without cause or notice, except where prohibited by law or governed by a separate written agreement.