Technical Success Manager - Enterprise Accounts (DACH)

Darktrace; Greater London; On-site; GBP 70,000 - 120,000; Full time

Benefits offered by this job

30 days annual leave

Birthday day off

Deutschlandticket discount

Pluxee Benefit Card

Company pension

Job summary

Darktrace in the United Kingdom seeks a Technical Success Manager who combines technical depth with customer advocacy to deliver lasting value from cybersecurity technology. You will partner with security and IT teams, translate complex concepts into practical guidance, and drive adoption, retention, and renewal readiness across multiple stakeholders.

This role requires German and English fluency, 3+ years in a technical customer-facing role, and experience configuring enterprise cybersecurity

Qualifications

• Fluency in German and English is essential.
• 3+ years in a technical, customer-facing role such as Technical Success Manager or Technical Account Manager.
• Experience configuring enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
• Ability to translate complex technical concepts into practical guidance for customers and internal teams.
• Strong communication and cross-functional collaboration skills.
• Experience with security operations, SOC workflows, or incident response use cases is desirable.

Responsibilities

• Build trusted relationships with customer security and IT teams to understand priorities and success outcomes.
• Create practical technical success plans that drive platform adoption and measurable value.
• Identify high-value use cases to integrate the platform into daily security operations.
• Monitor product usage and health indicators to spot adoption gaps and renewal risks.
• Guide customers from deployment to active use, accelerating Time-to-Value and reducing handover friction.
• Lead mitigation planning for blockers and integration challenges.
• Provide technical health insights for renewal readiness, QBRs, and growth discussions.
• Highlight opportunities to support expansion, upsell, and cross-sell with Account Executives.
• Champion customer feedback and ensure it’s visible to product and internal teams.

Skills

German language proficiency

English language proficiency

Customer-facing experience

Cybersecurity knowledge

Stakeholder management

Cross-functional collaboration

Technical communication

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

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 partner with security, IT, and technical stakeholders to turn deployment into meaningful adoption, helping customers embed the platform into daily security operations, reduce risk, and achieve measurable outcomes.

You will work closely with Account Executives, Solutions Engineering, Professional Services, Support, and Renewals, bringing a clear technical view of customer health, adoption progress, risks, and renewal readiness.

What will I be doing:

• 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.

What experience do I need:

• Fluency in German and English is essential.
• You have 3+ years' experience in a technical, customer-facing role such as Technical Success Manager, Technical Account Manager, Technical Consultant, Product Specialist, or similar.
• You understand and have practical experience configuring 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.

Benefits:

• 30 days' annual leave plus public holidays
• Additional day off for your birthday
• Discounted Deutschlandticket for sustainable commuting
• Pluxee Benefit Card with a monthly tax-free allowance
• Company pension scheme
• Comprehensive employee protection and wellbeing package, including life, disability and accident insurance
• Employee Assistance Programme

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.