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.
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.
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.
About You
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.
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.


 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.
