Director – Technical Success

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. That approach matters more than ever in the era of AI.  Today, our customers depend on us to stay ahead.   

At Darktrace, we are energized by that responsibility.  We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked.   We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves.  

We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them. 

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





Job Description:

About the Role

The Director, Technical Success translates GEO and company strategy into consistent execution across multiple Technical Success teams, typically through frontline Managers. This role strengthens adoption, value realisation, risk management, renewal readiness and operating performance across an assigned region, segment or portfolio.

You will develop leaders, build scalable customer lifecycle practices and use customer, product and operational data to improve outcomes. Working with GEO Technical Success leadership, Sales, Renewals, Solutions Engineering, Support, Professional Services, Product, Engineering, Enablement and Operations, you will provide visible leadership in strategic customer situations, significant escalations and cross-functional priorities.

Key Responsibilities

Strategic Leadership and Execution

•  Translate GEO and company priorities into clear multi-team plans, operating expectations, performance measures and resource decisions while anticipating customer, workforce and operational risks.

Customer Value Realisation and Retention

• Set consistent expectations for success planning, technical reviews, value evidence, renewal readiness and executive business reviews, ensuring Technical Success activity is tied to adoption, retention, risk reduction and appropriate growth opportunities.

• Oversee strategic customer recovery plans and significant escalations, engaging directly with executive sponsors and technical stakeholders when additional leadership is required.

Onboarding, Adoption and Technical Success

• Establish scalable standards for onboarding, time-to-value, product adoption, priority use-case activation and ongoing technical engagement, using recurring technical barriers and capability gaps to mobilise the right Product, Engineering, Support, Services or Enablement response.

• Ensure teams provide credible cybersecurity guidance and translate complex technology into practical customer outcomes and recommendations.

Risk Management and Operational Excellence

• Standardise proactive risk identification, customer health reviews, CTA quality, mitigation planning, escalation paths and operating rhythms that 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.

People Leadership, Coaching and Change

• Lead, coach and develop frontline Managers, creating 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 meaningful development opportunities across teams.

• Lead organisational change visibly by explaining the 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.

Executive Communication and Cross-Functional Influence

• Synthesise 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.

What Success Looks Like

•  Customers reach value faster, adopt priority use cases more consistently and show stronger renewal readiness. Managers lead with greater consistency, maintain credible succession plans and improve team performance. Operating rhythms, documentation and governance create predictable execution. Systemic customer and operational barriers are identified through data and resolved through cross-functional action. Technical Success is viewed by customers and internal partners as credible, proactive and commercially aware.

About You

• You bring substantial experience in cybersecurity, technology, Technical Success, Technical Account Management, Customer Success, Professional Services, Solutions Engineering or a related post-sale technical function. Typically, this includes 10+ years of relevant experience and 5+ years leading customer-facing technical teams.

• You understand enterprise cybersecurity, SaaS, recurring-revenue models and complex customer environments, and you have built or improved scalable practices across onboarding, adoption, value realisation, customer health, risk management, renewal readiness or technical engagement.

• You use customer, product usage, health, risk, workforce and operational data to identify patterns, set priorities and improve outcomes.

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

Why This Role Matters

This 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.





Benefits:

• 100% medical, dental and vision insurance, plus dependents

• Paid parental leave

• Pet insurance Discount

• Life insurance

• Commuter benefits

• 401(k)

• Employee Assistance Program





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.

Employment with Darktrace is at-will, meaning either the employee or Darktrace may terminate the employment relationship at any time, with or without cause or notice, except where prohibited by law or governed by a separate written agreement.