Director, Technical Success - LATAM
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Management
Change Management, Operations Management
Job Description & How to Apply Below
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
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.
- 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.
- 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.
- 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.
- 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.
- Synthesise complex customer, technical and performance information into clear recommendations, influence senior stakeholders…
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