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About the Role

The Technical Success Manager (TSM) is a high-impact customer-facing role focused on helping customers derive lasting value from cybersecurity technology through a combination of technical depth, customer advocacy, and commercial awareness. You will partner with security, IT, and technical stakeholders to drive platform adoption, reduce risk, and achieve measurable outcomes, working closely with various internal teams to provide insights on customer health and readiness.

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.

Requirements

Fluency in German 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 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.

Skills

Cybersecurity
Networking
Cloud
SaaS
Infrastructure environments
Customer Success
Technical Account Management
Technical Consulting
Product Specialist
Communication
Presentation
Stakeholder Management
Cross-functional collaboration
Security operations
SOC workflows
Threat detection
Incident response
Customer success platforms
Health scoring
Adoption analytics
Renewal governance

Location

Germany

Work Type

Full-time

Experience Level

3+ years

Benefits

30 days' annual leave plus public holidays
Additional day off for your birthday
Discounted Deutschlandticket for sustainable commuting
Pluxee Benefit Card with a monthly tax-free allowance
Company pension scheme
Comprehensive employee protection and wellbeing package, including life, disability and accident insurance
Employee Assistance Programme

About the Company

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 customers depend on us to stay ahead.
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

Equal Opportunity

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.