Director, Technical Success - LATAM

About the role

Darktrace, a global leader in AI-driven cybersecurity, is hiring a Director, Technical Success for LATAM. The role translates GEO and company strategy into consistent execution across several Technical Success teams, typically through frontline managers, and strengthens adoption, value realisation, risk management, renewal readiness and operating performance across an assigned region, segment or portfolio. It works closely with GEO Technical Success leadership, Sales, Renewals, Solutions Engineering, Support, Professional Services, Product, Engineering, Enablement and Operations.

Key responsibilities

• Translate GEO and company priorities into multi-team plans, operating expectations, performance measures and resource decisions, anticipating customer, workforce and operational risks.
• Set expectations for success planning, technical reviews, value evidence, renewal readiness and executive business reviews, and oversee strategic customer recovery plans and escalations, engaging executive sponsors and technical stakeholders when needed.
• Build scalable standards for onboarding, time-to-value, product adoption, priority use-case activation and ongoing technical engagement, mobilising Product, Engineering, Support, Services or Enablement responses.
• Standardise proactive risk identification, customer health reviews, CTA quality, mitigation planning, escalation paths and operating rhythms; distinguish isolated account issues from systemic risks and lead root-cause resolution.
• Use AI, automation, analytics, digital engagement and reusable assets to improve productivity, scalability and customer experience while maintaining standards and controls.
• Lead, coach and develop frontline managers, build leadership depth and succession readiness, and lead organisational change visibly.
• Synthesise complex customer, technical and performance information into clear recommendations, influence senior stakeholders and represent Technical Success in customer, regional and company forums.

Required profile

• Substantial experience in cybersecurity, technology, Technical Success, Technical Account Management, Customer Success, Professional Services, Solutions Engineering or a related post-sale technical function.
• Typically 10+ years of relevant experience and 5+ years leading customer-facing technical teams.
• Understanding of enterprise cybersecurity, SaaS, recurring-revenue models and complex customer environments.
• Bachelor's degree or equivalent practical experience preferred.

What we offer

• Medical, dental and vision insurance, plus dependents coverage
• Paid parental leave
• Pet insurance discount and life insurance
• Commuter benefits and 401(k)
• Employee Assistance Program