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
