Manager, Technical Success: Lead Customer Outcomes

Darktrace; Springfield (MA); On-site; USD 140,000 - 190,000; Full time

Job summary

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.

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.

Responsibilities

• 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.

Skills

People management

Customer success

Cross-functional collaboration

Communication

Strategic thinking

Tools

Gainsight

Salesforce

Job description

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.