Manager, Technical Success: Lead Customer Outcomes

Darktrace

Dallas, Chicago (TX, IL)

Hybrid

USD 140,000 - 185,000

Full time

7 days ago

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Job summary

Darktrace is seeking a Manager, Technical Success to lead a team of Technical Success Managers and drive measurable customer outcomes post-sale across onboarding, adoption, and value realization. The role involves portfolio leadership, escalations, and collaboration with multiple internal teams to ensure renewal and retention.

Strong people leadership and enterprise SaaS experience are essential. The role may involve leading regional accounts with a focus on risk management and proactive

Qualifications

5+ years in Technical Success, Customer Success, or related roles.
People management experience is strongly preferred.
Experience with enterprise SaaS and post-sale lifecycle.

Responsibilities

Lead and develop a team of Technical Success Managers.
Oversee onboarding, adoption, value realization, and renewal readiness.
Develop account strategies and measurable customer outcomes.
Monitor health, adoption, and portfolio risks with mitigation plans.
Coordinate escalations and ensure clear communication with customers and stakeholders.
Collaborate with Sales, Renewals, Support, PS, Solutions Engineering, Product, Marketing, and Channel teams.

Skills

People management

Strategic account planning

Cross-functional collaboration

Customer success leadership

Data-driven decision making

Excellent communication

Education

Bachelor's degree or equivalent

Tools

Gainsight

Salesforce

Job description

Strong people leadership and enterprise SaaS experience are essential. The role may involve leading regional accounts with a focus on risk management and proactive

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