Technical Success Manager

Darktrace; Arlington (VA); Hybrid; USD 100,000 - 115,000; Full time

Benefits offered by this job

100% medical, dental and vision

Parental leave

401(k)

Commuter benefits

Employee Assistance Program

Job summary

Darktrace is seeking a Technical Success Manager (TSM) to blend technical depth with customer advocacy and commercial awareness, helping customers realize sustained value from cybersecurity technology. You will partner with security, IT, and stakeholders to drive adoption and measurable outcomes, working closely with various teams.

The role is hybrid, with three days in office. Responsibilities include building trusted relationships, developing success plans, identifying high-value use cases,

Qualifications

• 3+ years in a technical, customer-facing role such as CSM, TSM, TACM, or similar.
• Understanding of enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
• Ability to translate complex technical concepts into actionable guidance for customers and internal teams.

Responsibilities

• Build trusted relationships with customer security and IT teams to understand priorities and desired outcomes.
• Create practical success plans to drive platform adoption, reduce risk and deliver measurable value.
• Identify high-value use cases to embed the platform in daily security operations.
• Use health indicators to spot adoption gaps, retention risks, and plan renewal readiness.
• Guide customers from deployment to active use, accelerating Time-to-Value and reducing handover friction.
• Lead mitigation planning for blockers, integration challenges, and operational gaps.
• Provide technical health insights for renewal discussions and account strategy.
• Surface opportunities to support expansion in collaboration with Account Executives.

Skills

Technical communication

Stakeholder management

Cybersecurity knowledge

Adoption analytics

Tools

Customer success platforms

Job description

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

The Technical Success Manager (TSM) is a high-impact customer-facing role for someone who enjoys combining technical depth, customer advocacy, and commercial awareness to help customers get lasting value from cybersecurity technology.

In this role, you will partner with security, IT, and technical stakeholders to turn deployment into meaningful adoption, helping customers embed the platform into daily security operations, reduce risk, and achieve measurable outcomes.

You will work closely with Account Executives, Solutions Engineering, Professional Services, Support, and Renewals, bringing a clear technical view of customer health, adoption progress, risks, and renewal readiness.

Please note this position is hybrid, 3 days a week in office.

Key Responsibilities

• Build trusted relationships with customer security and IT teams, understanding their priorities, workflows, and success outcomes.
• Create practical technical success plans that help customers adopt the platform, reduce risk, and realise measurable value.
• Identify high-value use cases that make the platform part of everyday security operations.
• Use product usage, engagement, and health indicators to spot adoption gaps, underutilisation, and retention risks early.
• Guide customers through the transition from deployment to active use, accelerating Time-to-Value and reducing handover friction.
• Lead mitigation planning for technical blockers, integration challenges, operational gaps, and customer health risks.
• Bring clear technical health insights into renewal readiness, QBRs, growth discussions, and account strategy.
• Surface technical opportunities that support expansion, upsell, and cross-sell activity in partnership with the Account Executive.
• Champion the voice of technical users by ensuring product feedback, risks, and success requirements are visible internally.

Qualifications

• You have 3+ years' experience in a technical, customer-facing role such as Customer Success Manager, Technical Success Manager, Technical Account Manager, Technical Consultant, Product Specialist, or similar.
• You understand enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
• You know how to drive adoption, retention, technical value realisation, and customer health improvement.
• You can translate complex technical concepts into clear, practical guidance for customers and internal teams.
• You are confident engaging with security engineers, SOC analysts, system administrators, technical leaders, and executives.
• You bring strong communication, presentation, stakeholder management, and cross-functional collaboration skills.
• Experience with security operations, SOC workflows, threat detection, or incident response use cases is desirable.
• Familiarity with customer success platforms, health scoring, adoption analytics, and renewal governance is advantageous.

Compensation

$100,000 - $115,000 base + 80/20 commission split. Final offer will be determined based on years of experience and location.

Benefits

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance Discount
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program

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.

Employment with Darktrace is at-will, meaning either the employee or Darktrace may terminate the employment relationship at any time, with or without cause or notice, except where prohibited by law or governed by a separate written agreement.