Expression of Interest for a Manager, Technical Success

Darktrace; Springfield (MA); Presencial; USD 140 000 - 190 000; Tempo integral

Resumo da oferta

Darktrace is seeking a Manager, Technical Success to lead a team of Technical Success Managers across the US, ensuring measurable customer outcomes and cross-functional alignment with Sales, Renewals, Support, and Product teams.

The role focuses on post-sale lifecycle, onboarding, value realization, risk management, and renewal readiness, with accountability for portfolio quality and escalation handling. Equal opportunity employer.

Qualificações

• 5+ years of relevant experience in Technical Success, Technical Account Management, Customer Success Management, Customer Success management, Solutions Engineering, Professional Services, cybersecurity, or a similar customer-facing technical role.

Responsabilidades

• Lead, coach, and develop a team of Technical Success Managers, driving accountability, performance, engagement, and career development.
• Ensure consistent execution across the post-sale customer lifecycle, including onboarding and first value, adoption, value realization, risk management, and renewal readiness.
• Guide TSMs in developing effective account strategies, success plans, stakeholder engagement, and measurable customer outcomes.
• Monitor customer health, product adoption, technical performance, and portfolio risks, ensuring issues are identified early and supported by clear mitigation plans and accurate renewal outlook and risk records.
• Lead and support priority customer escalations and recovery plans, coordinating the right technical resources and ensuring clear communication with customers and internal stakeholders.
• Drive product adoption, priority use cases, and measurable value.
• Represent the voice of the customer, ensuring product feedback, technical blockers, and emerging customer needs are communicated effectively.
• Partner cross-functionally with Sales, Renewals, Support, Professional Services, Solutions Engineering, Product, Marketing, and Channel teams to improve customer outcomes and retention.
• Translate global objectives into regional priorities and contribute to broader Technical Success and Customer Experience initiatives.
• Maintain strong visibility into portfolio performance, customer risk, team capacity, and IC readiness, using data to guide priorities and decision-making.

Conhecimentos

People management

Customer success

Cross-functional collaboration

Communication

Strategic thinking

Ferramentas

Gainsight

Salesforce

Descrição da oferta de emprego

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

While we may not have an immediate opening, we're building a pipeline of talented individuals interested in future Manager, Technical Success opportunities across the US.

If you're a technical customer success leader who enjoys working at the intersection of cybersecurity, technology, and customer outcomes, we'd love to hear from you.

Role Summary

The Manager, Technical Success leads and develops a team of Technical Success Managers responsible for helping customers achieve measurable technical and business outcomes from their investment in Darktrace. This frontline leader ensures consistent execution across Technical Success, Onboarding, Value Realization, Adoption, and Risk Management, with accountability for team execution, portfolio quality, and leading indicators that contribute to GEO Retention Rate. The role requires people leadership, performance management, technical credibility, customer engagement, and cross-functional influence and execution, with direct involvement in priority accounts, escalations, recovery plans, and departmental projects.

Key Duties & Responsibilities

• Lead, coach, and develop a team of Technical Success Managers, driving accountability, performance, engagement, and career development and career development.
• Ensure consistent execution across the post-sale customer lifecycle, including onboarding and first value, adoption, value realization, risk management, and renewal readiness.
• Guide TSMs in developing effective account strategies, success plans, stakeholder engagement, and measurable customer outcomes.
• Monitor customer health, product adoption, technical performance, and portfolio risks, ensuring issues are identified early and supported by clear mitigation plans and accurate renewal outlook and risk records.
• Lead and support priority customer escalations and recovery plans, coordinating the right technical resources and ensuring clear communication with customers and internal stakeholders.
• Drive product adoption, priority use cases, and measurable value.
• Represent the voice of the customer, ensuring product feedback, technical blockers, and emerging customer needs are communicated effectively.
• Partner cross-functionally with Sales, Renewals, Support, Professional Services, Solutions Engineering, Product, Marketing, and Channel teams to improve customer outcomes and retention.
• Translate global objectives into regional priorities and contribute to broader Technical Success and Customer Experience initiatives.
• Maintain strong visibility into portfolio performance, customer risk, team capacity, and IC readiness, using data to guide priorities and decision-making.

Qualifications

• 5+ years of relevant experience in Technical Success, Technical Account Management, Customer Success Management, Customer Success management, Solutions Engineering, Professional Services, cybersecurity, or a similar customer-facing technical role.
• People management experience strongly preferred; coaching, mentoring, or team leadership experience required.
• Strong understanding of enterprise SaaS, cybersecurity concepts, customer environments, and the post-sale customer lifecycle.
• Ability to understand technical challenges and guide teams toward appropriate solutions and resources.
• Proven ability to translate technical capabilities into clear customer outcomes and business value.
• Experience using customer health, adoption, usage, risk, and performance data to drive action and prioritization, with proficiency in Gainsight and Salesforce (health scores, risk and renewal records, success plans, and dashboards).
• Strong communication, stakeholder management, escalation management, and cross-functional collaboration skills.
• Ability to balance customer priorities with team capacity and operate effectively in a fast-paced, changing environment, including leading teams through role change and staged account transitions.
• Experience leading teams through organizational or role change, including reskilling, new performance measures, and account transitions.
• Strong ownership mindset with a focus on accountability, continuous improvement, collaboration, and customer success.
• Additional language skills may be required depending on the region.

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.