Technical Success Leader: Drive Value & Adoption

Darktrace; Charlotte (NC); On-site; USD 130,000 - 180,000; Full time

Job summary

Darktrace is building a pipeline of talented individuals for future Manager, Technical Success opportunities across the United States. If you are a technical customer success leader who thrives at the intersection of cybersecurity, technology, and customer outcomes, we’d love to hear from you.

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

Qualifications

• 5+ years in Technical Success or related roles.
• People management experience strongly preferred.
• Strong understanding of enterprise SaaS and cybersecurity.
• Ability to translate technical capabilities into business value.
• Experience using health, adoption, risk data to drive action; proficiency in Gainsight and Salesforce.
• Excellent communication and stakeholder management.

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 renewal outlook.
• 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 and blockers are communicated effectively.
• Partner cross-functionally with Sales, Renewals, Support, Professional Services, Solutions Engineering, Product, Marketing, and Channel teams to improve outcomes and retention.
• Translate global objectives into regional priorities and contribute to broader initiatives.
• Maintain visibility into portfolio performance, customer risk, team capacity, and readiness, using data to guide priorities.

Skills

People management

Customer Success

Data-driven decision making

Cross-functional collaboration

Communication

Gainsight

Salesforce

Enterprise SaaS

Cybersecurity

Tools

Gainsight

Salesforce

Job description

Darktrace is building a pipeline of talented individuals for future Manager, Technical Success opportunities across the United States. If you are a technical customer success leader who thrives at the intersection of cybersecurity, technology, and customer outcomes, we’d love to hear from you.

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