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:

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.

This is a hybrid position, with a minimum of 3 days per week in our Amsterdam office.

What will I be doing:

Leadership and team development 

• 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. 
  

Technical leadership 

• 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. 
  

Regional performance and customer impact 

• 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. 
  

Collaboration and operational excellence 

• 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. 

What experience do I need:

• 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. 

Benefits:

• 25 days’ holiday + all public holidays,

• Additional day off for your birthday,

• Commuting allowance,

• Pension Scheme,

• Life & Disability insurance,

• Employee Assistance Program,

• Bicycle Leasing Scheme.

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.