Strategic Customer Success Manager

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.

For more information on our cutting-edge technology, visit darktrace.com.

In the Strategic Customer Success role, you will be managing key strategic accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

Commission will be awarded for increasing Net Revenue Retention (NRR) within your portfolio, by identifying and driving upsells and renewals, based on a quarterly quota. You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers.

More about the role:

Working as part of a supportive team, you will be managing a portfolio of our largest customers, ensuring that each customer gains maximum utility from their Darktrace deployment with an objective of growing their Annual Recurring Revenue (ARR).

On a day-to-day basis you’ll be responsible for engagement levels across your accounts. You'll be:

• Presenting, discussing, and demonstrating Darktrace cyber threat defence solutions to CISOs and information security experts
• Conducting business reviews to drive satisfaction, cover our strategic roadmap and measure desired business outcomes
• Identifying and nurturing upsell and cross-sell opportunities
• Responsible for ensuring that customers are set up for success and facilitate the renewal at the end of subscription term,
• Monitoring customer engagement levels to assess risk and execute action plans

More about you:

Our ideal candidate will naturally be building long-lasting relationships with a wide range of stakeholders, from users of the technology to CSuite contacts.

You’ll be keen to use your relationships management and communication skills to achieve goals, drive value generation at customers and be excited about working to achieve targets linked to renewals and upsell generation. You’ll be comfortable working across a wide client portfolio, demonstrating a process orientated approach and the ability to juggle competing demands.

Candidate requirements:

• Experience in a customer facing role, ideally at enterprise or strategic level, this could be as an Account Executive, Account Management, Customer Success Manager position (Essential)
• You’ll be comfortable working in a target driven environment (Essential)
• Business fluent German speaker (Essential)

This role is hybrid and you will attend our Munich office a minimum of 2 days a week.

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