Director, Technical Success - LATAM

Darktrace•Miami, FL

About The Position

The Director, Technical Success translates GEO and company strategy into consistent execution across multiple Technical Success teams, typically through frontline Managers. The role strengthens adoption, value realisation, risk management, renewal readiness and operating performance across an assigned region, segment or portfolio. The Director develops leaders, builds scalable customer lifecycle practices and uses customer, product and operational data to improve outcomes. In partnership with GEO Technical Success leadership and cross-functional teams, the role provides visible leadership in strategic customer situations, significant escalations and cross-functional priorities. The role turns Technical Success strategy into repeatable customer impact at scale by developing leaders, standardising customer practices and connecting technical adoption to measurable value and retention. It also supports high standards of integrity and accountability as Darktrace strengthens its governance and controls.

Requirements

Typically 10+ years of relevant experience in cybersecurity, technology, Technical Success, Technical Account Management, Customer Success, Professional Services, Solutions Engineering or a related post-sale technical function.
Typically 5+ years leading customer-facing technical teams.
Understanding of enterprise cybersecurity, SaaS, recurring-revenue models and complex customer environments.
Experience building or improving scalable practices across onboarding, adoption, value realisation, customer health, risk management, renewal readiness or technical engagement.
Ability to use customer, product usage, health, risk, workforce and operational data to identify patterns, set priorities and improve outcomes.

Nice To Haves

A bachelor’s degree or equivalent practical experience is preferred.

Responsibilities

Translate GEO and company priorities into multi-team plans, operating expectations, performance measures and resource decisions while anticipating customer, workforce and operational risks.
Set consistent expectations for success planning, technical reviews, value evidence, renewal readiness and executive business reviews, connecting Technical Success activity to adoption, retention, risk reduction and appropriate growth opportunities.
Oversee strategic customer recovery plans and significant escalations, engaging executive sponsors and technical stakeholders when additional leadership is required.
Establish scalable standards for onboarding, time-to-value, product adoption, priority use-case activation and ongoing technical engagement.
Use recurring technical barriers and capability gaps to mobilise appropriate Product, Engineering, Support, Services or Enablement responses.
Ensure teams provide credible cybersecurity guidance and translate complex technology into practical customer outcomes and recommendations.
Standardise proactive risk identification, customer health reviews, CTA quality, mitigation planning, escalation paths and operating rhythms to improve execution quality, documentation, capacity management, forecast reliability and performance consistency.
Distinguish isolated account issues from systemic product, process or capability risks, and lead root-cause resolution with clear ownership and follow-through.
Use AI, automation, analytics, digital engagement and reusable assets to improve productivity, scalability and customer experience while maintaining appropriate standards and controls.
Lead, coach and develop frontline Managers, promoting consistency in leadership, performance management, customer engagement, technical coaching, succession planning and organisational change adoption.
Build leadership depth and succession readiness by identifying high-potential talent, capability gaps and development opportunities.
Lead organisational change by explaining its purpose, aligning leaders, listening to concerns, reinforcing new ways of working and sustaining adoption.
Create an environment of accountability, collaboration, continuous learning, inclusion and customer focus.
Synthesize complex customer, technical and performance information into clear recommendations; influence senior stakeholders without direct authority; and represent Technical Success in customer, regional and company forums.
Ensure customer insights, product feedback, adoption barriers and competitive themes are visible to the teams best positioned to act.