Technical Success Manager

Darktrace; California (MO); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Remote work

Travel opportunities

Equal Opportunity Employer

Competitive compensation

Job summary

Darktrace is seeking a Technical Success Manager to blend technical depth with customer advocacy and commercial awareness. You will partner with security, IT, and stakeholders to turn deployment into sustained platform adoption and measurable risk reduction.

Remote role with travel at least twice per year; collaborate with AE, Solutions Eng, PS, Support, Renewals to assess customer health and renewal readiness; compensation base 100k-120k USD with 80/20 commission. Equal opportunity employer.

Qualifications

• 3+ years in a technical, customer-facing role (e.g., CSM, TAM, TAC).
• Solid understanding of enterprise cybersecurity, networking, cloud, or SaaS.
• Ability to translate complex technical concepts into practical guidance.
• Experience with security operations, SOC workflows, or incident response is a plus.

Responsibilities

• Build trusted relationships with customer security and IT teams.
• Create technical success plans to drive adoption and measurable value.
• Identify high-value use cases to embed the platform in daily operations.
• Monitor product usage and health to spot adoption gaps early.
• Lead renewal discussions with clear technical health insights.

Skills

Technical background

Customer-facing skills

Cybersecurity knowledge

Communication skills

Cross-functional teamwork

Stakeholder management

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.

Values

Own It | Win as One | Raise Our Bar | Move First.

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 is a remote position with expectations to travel at least 2 times per year.

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

We are able to offer 100k-120k on the base + commission 80/20 split. Final offer will be determined based on years of experience and location.

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.

For over a decade, Darktrace has pioneered a proactive, AI-native approach to cybersecurity. Our passion, creativity and determination to succeed is helping us build something completely novel and extraordinary. Join us on our mission to keep our customers ahead of the changing cyber threat landscape every day.