Manager, Technical Success

🕒 November 3

⚜️ Louisiana, Michigan, +1 more states – Remote

⚜️ Louisiana – Remote 🚗 Michigan – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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• Open for 10 days.
• Jobs at this company usually fill in 28 days.
• No salary listed.

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Darktrace

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🔒 Cybersecurity

🤖 Artificial Intelligence

💰 Post-IPO Secondary - Darktrace on 2020-03

Cybersecurity • Artificial Intelligence

Darktrace is an AI-native cybersecurity company that delivers autonomous detection and response across network, email, cloud, endpoint, OT and identity environments. Its ActiveAI Security Platform uses self-learning machine learning models that learn an organization’s unique normal to spot novel and subtle threats, provide real-time detection, and take targeted autonomous actions to contain attacks. Darktrace serves enterprises and organizations worldwide with cloud-native, AI-driven security products, threat investigations, incident readiness services, and integrations for comprehensive cyber resilience.

📋 Description

• Lead, coach, and develop a team of Technical Success Managers, driving accountability, performance, engagement, and career development • Ensure consistent execution across onboarding and first value, adoption, value realization, risk management, and renewal readiness • Guide TSMs in developing account strategies, success plans, stakeholder engagement, and measurable customer outcomes • Monitor customer health, product adoption, technical performance, and portfolio risks • Ensure issues are identified early and supported by mitigation plans and accurate renewal outlook and risk records • Lead and support priority customer escalations and recovery plans • Coordinate technical resources and ensure clear communication with customers and internal stakeholders • Drive product adoption, priority use cases, and measurable value • Represent the voice of the customer by communicating product feedback, technical blockers, and emerging needs • Partner with Sales, Renewals, Support, Professional Services, Solutions Engineering, Product, Marketing, and Channel teams • Translate global objectives into regional priorities and contribute to Technical Success and Customer Experience initiatives • Maintain visibility into portfolio performance, customer risk, team capacity, and individual contributor readiness • Use data to guide priorities and decision-making

🎯 Requirements

• 5+ years of relevant experience in Technical Success, Technical Account Management, Customer Success Management, Solutions Engineering, Professional Services, cybersecurity, or a similar customer-facing technical role • People management experience strongly preferred; coaching, mentoring, or team leadership experience required • Strong understanding of enterprise SaaS, cybersecurity concepts, customer environments, and the post-sale customer lifecycle • Ability to understand technical challenges and guide teams toward appropriate solutions and resources • Proven ability to translate technical capabilities into clear customer outcomes and business value • Experience using customer health, adoption, usage, risk, and performance data to drive action and prioritization • Proficiency in Gainsight and Salesforce, including health scores, risk and renewal records, success plans, and dashboards • Strong communication, stakeholder management, escalation management, and cross-functional collaboration skills • Ability to balance customer priorities with team capacity and operate effectively in a fast-paced, changing environment • Experience leading teams through organizational or role change, including reskilling, new performance measures, and account transitions • Strong ownership mindset with a focus on accountability, continuous improvement, collaboration, and customer success • Additional language skills may be required depending on the region

🏖️ Benefits

• Skills, learning, and opportunities that help people deliver at the level their roles demand • Opportunities to grow beyond role expectations • Reasonable accommodations for qualified individuals with disabilities

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