About Darktrace
Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats. Darktrace was built on the idea that Adaptive AI could detect and respond to novel, real-time cyber threats.
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.
What will I be doing:
•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.
What Success Looks Like:
•Customers are healthier, more engaged, and prepared for renewal and expansion.
•Technical risks are identified early and managed before they affect confidence or outcomes.
•Customers reach value faster after deployment or major use case activation.
•You are recognised by customers and account teams as a trusted, practical technical advisor.
What experience do I need:
•Fluency in French and English is essential.
•You have 3+ years' experience in a technical, customer-facing role such as Technical Success Manager, Technical Account Manager, Technical Consultant, Product Specialist, or similar.
•You understand and have practical experience configuring 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.
Why This Role Matters:
This is an opportunity to sit at the centre of customer value, technical strategy, and retention, helping customers turn powerful cybersecurity technology into sustained operational impact.
Benefits:
•25 days' holiday + all public holidays
•Additional day off for your birthday
•Life & disability insurance
•Medical insurance
•Meal vouchers
•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.
