Senior Manager, Technical Success & Customer Outcomes

Darktrace; Arkansas; Remote; USD 120,000 - 160,000; Full time

Job summary

Darktrace, a global leader in AI-driven cybersecurity, seeks a Manager, Technical Success to lead a team of Technical Success Managers across the US. You will oversee onboarding, adoption, value realization, risk management, and renewal readiness, ensuring measurable customer outcomes and portfolio health.

You will collaborate across Sales, Renewals, Support, PS, Solutions Engineering, Product, and Marketing to align regional priorities with global objectives, while driving product adoption and

Qualifications

• 5+ years of relevant experience in Technical Success or a similar customer-facing technical role.
• People management experience strongly preferred; coaching or team leadership required.
• Strong understanding of enterprise SaaS, cybersecurity concepts, and post-sale lifecycle.
• Ability to translate technical capabilities into clear customer outcomes and business value.
• Experience using health, adoption, risk, and performance data to drive action; proficient in Gainsight and Salesforce.

Responsibilities

• Lead, coach, and develop a team of Technical Success Managers, driving accountability and career development.
• Ensure consistent execution across onboarding, value realization, adoption, risk management, and renewal readiness.
• Guide teams in account strategies, success plans, stakeholder engagement, and measurable outcomes.
• Monitor health, product adoption, and portfolio risks; implement mitigation plans and renewal outlooks.
• Lead priority escalations and recovery plans with appropriate technical resources and stakeholders.
• Drive product adoption, prioritise use cases, and demonstrate measurable value.
• Represent customer voice to inform product feedback and unblock blockers.
• Partner with Sales, Renewals, Support, PS, Solutions Eng, Product, Marketing, and Channel teams to improve retention.

Skills

People management

Customer success

Communication

Cross-functional collaboration

Risk management

Tools

Gainsight

Salesforce

Job description

Darktrace, a global leader in AI-driven cybersecurity, seeks a Manager, Technical Success to lead a team of Technical Success Managers across the US. You will oversee onboarding, adoption, value realization, risk management, and renewal readiness, ensuring measurable customer outcomes and portfolio health.

You will collaborate across Sales, Renewals, Support, PS, Solutions Engineering, Product, and Marketing to align regional priorities with global objectives, while driving product adoption and