[Hiring] Technical Success Manager @Darktrace

Role 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.
• Help customers embed the platform into daily security operations, reduce risk, and achieve measurable outcomes.
• Work closely with Account Executives, Solutions Engineering, Professional Services, Support, and Renewals.
• Bring a clear technical view of customer health, adoption progress, risks, and renewal readiness.

This is a remote position from Copenhagen or Stockholm.

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.

Qualifications

• Fluency in Swedish or Danish and English is essential.
• 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.
• Understanding of enterprise cybersecurity, networking, cloud, SaaS, or infrastructure environments.
• Ability to drive adoption, retention, technical value realisation, and customer health improvement.
• Capability to translate complex technical concepts into clear, practical guidance for customers and internal teams.
• Confidence in engaging with security engineers, SOC analysts, system administrators, technical leaders, and executives.
• 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.

Benefits

• 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.

Company Description

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day. Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats.

Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast