Manager of Technical Success

Who you are

• Experience leading, coaching or managing customer-facing CS or technical teams
• Fluent English and proficiency in either French or Dutch are required
• A technical background sufficient to lead TSMs credibly — for example as a Technical Success or Technical Account Manager, Solutions Engineer, technical consultant or security practitioner
• Working knowledge of enterprise cybersecurity, networking, cloud, SaaS or infrastructure environments, and familiarity with SOC workflows, threat detection or incident response
• A track record of driving retention, business outcomes and team performance in Customer Success, SaaS, cybersecurity or enterprise software
• Strong leadership, communication, coaching and stakeholder management skills across complex customer environments and executive relationships
• Experience with Salesforce, Gainsight or equivalent platforms, and willingness to travel within the region

What the job involves

• You will be responsible for regional customer outcomes, technical success, team performance and operational excellence, while partnering closely with Sales, Renewals, Product, Support and Professional Services to deliver an exceptional customer experience
• Lead and develop a team of Technical Success Managers across the Benelux and Nordic regions, driving customer adoption, retention and value realisation. This role combines people leadership, customer advocacy, technical credibility and commercial awareness to help customers achieve measurable business outcomes and maximise the value of their Darktrace investment
• Lead, coach and develop a high-performing team of Technical Success Managers, using the six TSM competencies as the shared language for feedback, development and performance
• Own hiring, onboarding, ramp and ongoing enablement for the region, and maintain a succession and bench plan for key accounts
• Foster a culture of accountability and continuous improvement, and align team priorities and account coverage with regional objectives
• Set and inspect the standard for technical success planning: use-case selection, adoption milestones, integration and architecture risk, and evidence of value realisation
• Hold the team to early identification of adoption gaps, underutilisation and technical risk, and escalate credibly with Support and Product
• Act as the regional voice of the technical user, ensuring product feedback and blockers reach Product and Engineering with evidence attached
• Own retention, health and success outcomes across the region, driving performance against GRR, NRR, customer health, Time-to-Value, adoption depth and forecast accuracy
• Act as the internal escalation point for strategic and at-risk customers, and run a disciplined escalation and recovery process
• Support strategic engagements and executive-level relationships, including CISOs and heads of security operations, and back the team and Account Executives on expansion grounded in demonstrated outcomes
• Partner with Sales, Renewals, Marketing, Professional Services, Support, Solutions Engineering, Product and Channel, and own the quality of the handover from Professional Services into Technical Success
• Represent Technical Success in regional business reviews and leadership discussions
• Drive excellence in Gainsight, risk forecasting and lifecycle management, with accurate reporting, sound data quality and account coverage matched to customer tier and complexity
• What Success Looks Like
• Customers in the region are healthier, more deeply adopted and better prepared for renewal and expansion, visibly so in the data. Technical risk is identified and managed early, so late or customer-raised escalations are the exception. TSMs ramp predictably, progress against the competency framework and are retained, and both customers and account teams regard the team as trusted, practical technical advisers

Benefits

• 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service
• Additional birthday day off
• Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution
• Optional BUPA private medical insurance for you and your immediate family
• Life assurance with a benefit of 4x your annual basic salary
• Employee Assistance Programme offering both on-line and telephone support and resources to you and your family
• Cycle to work scheme
• Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme