Technical Success Manager

Darktrace; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

Darktrace is seeking a Technical Success Manager to blend deep technical insight with customer advocacy, helping clients maximise value from our cybersecurity platform. You will partner with security, IT, and stakeholders to turn deployment into sustained adoption, reduce risk, and deliver measurable outcomes.

You will collaborate with Account Executives, Solutions Engineering, and Support to assess customer health, renewal readiness, and growth opportunities, while guiding customers through the

Qualifications

• 3+ years' experience in a technical, customer-facing role such as Customer Success Manager, Technical Success Manager, Technical Account Manager, Technical Consultant, or similar.
• Strong understanding of enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
• Ability to drive adoption, retention, and customer health improvement.

Responsibilities

• Build trusted relationships with customer security and IT teams, understanding their priorities and success outcomes.
• Create practical technical success plans that help customers adopt the platform and realise measurable value.
• Identify high-value use cases that make the platform part of everyday security operations.
• Monitor product usage and health indicators to spot adoption gaps and renewal risks early.
• Guide customers from deployment to active use, accelerating time-to-value and reducing handover friction.
• Lead mitigation planning for blockers, integration challenges, and operational gaps.
• Bring technical health insights into renewal readiness and growth discussions with account teams.
• Surface opportunities to support expansion, upsell, and cross-sell with the Account Executive.

Skills

Customer Success

Technical Account Mgmt

Stakeholder Mgmt

Technical Communication

Cybersecurity

Job description

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day.

Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. That approach matters more than ever in the era of AI. Today, our customers depend on us to stay ahead.

At Darktrace, we are energized by that responsibility. We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked. We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves.

We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them.

Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast

Job Description:

About the Role

The Technical Success Manager (TSM) is a high-impact customer-facing role for someone who enjoys combining technical depth, customer advocacy, and commercial awareness to help customers get lasting value from cybersecurity technology.

In this role, you will partnerwith security, IT, and technical stakeholders toturn deployment into meaningful adoption, helpingcustomers embed the platform intodailysecurity operations, reduce risk, and achieve measurable outcomes.

You will workclosely with Account Executives, Solutions Engineering, Professional Services, Support, and Renewals, bringinga cleartechnicalview of customer health, adoption progress,risks,and renewal readiness.

Key Responsibilities

• Build trusted relationships with customer security and IT teams, understanding their priorities, workflows, and success outcomes.
• Create practical technical success plans that help customers adopt the platform, reduce risk, and realise measurable value.
• Identify high-value use cases that make the platform part of everyday security operations.
• Use product usage, engagement, and health indicators to spot adoption gaps, underutilisation, and retention risks early.
• Guide customers through the transition from deployment to active use, accelerating Time-to-Value and reducing handover friction.
• Lead mitigation planning for technical blockers, integration challenges, operational gaps, and customer health risks.
• Bring clear technical health insights into renewal readiness, QBRs, growth discussions, and account strategy.
• Surface technical opportunities that support expansion, upsell, and cross-sell activity in partnership with the Account Executive.
• Champion the voice of technical users by ensuring product feedback, risks, and success requirements are visible internally.

What Success Looks Like

Customers are healthier, more engaged, and prepared for renewal and expansion.

Technical risks are identified early and managed before they affect confidence or outcomes.

Customers reach value faster after deployment or major use case activation.

You are recognised by customers and account teams as a trusted, practical technical advisor.

About You

• You have 3+ years' experience in a technical, customer-facing role such as Customer Success Manager, Technical Success Manager, Technical Account Manager, Technical Consultant, Product Specialist, or similar.
• You understand enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
• You know how to drive adoption, retention, technical value realisation, and customer health improvement.
• You can translate complex technical concepts into clear, practical guidance for customers and internal teams.
• You are confident engaging with security engineers, SOC analysts, system administrators, technical leaders, and executives.
• You bring strong communication, presentation, stakeholder management, and cross-functional collaboration skills.
• Experience with security operations, SOC workflows, threat detection, or incident response use cases is desirable.
• Familiarity with customer success platforms, health scoring, adoption analytics, and renewal governance is advantageous.

Why This Role Matters

This is an opportunity to sit at the centre of customer value, technical strategy, and retention, helping customers turn powerful cybersecurity technology into sustained operational impact.

As a growing business strengthening its governance and controls, this role plays a part in supporting high standards of integrity and accountability.

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.