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 Description:

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 expand 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 an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

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.