Technical Success Manager

Darktrace•Arlington, TX

15h•Hybrid

About The Position

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.

Requirements

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.
Understand enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
Know how to drive adoption, retention, technical value realisation, and customer health improvement.
Can translate complex technical concepts into clear, practical guidance for customers and internal teams.
Confident engaging with security engineers, SOC analysts, system administrators, technical leaders, and executives.
Strong communication, presentation, stakeholder management, and cross-functional collaboration skills.

Nice To Haves

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.

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.