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.

Darktrace is currently expanding its Customer Success team, which will provide the successful candidate an opportunity to gain valuable experience in the rapidly evolving cyber security industry.

Our passion, creativity and determination to succeed is helping us build something completely novel and extraordinary. Join us on our mission to free the world of cyber disruption.

Our Customer Success team plays a key role in helping client organisations defend their digital landscape from evolving threats. This is your opportunity to be part of a high growth business that values collaboration, innovation and inclusion.

In the Customer Success role, you will be managing a book of business across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You should have a passion to learn about cyber security and AI, while always delivering the best service to our customers. This role is open to those with 2 to 5 years of professional experience.

You will have the opportunity to work with clients across all industry verticals and varying organisation stakeholders.

For more information on our product and company, please consult our website.

Key Duties & Responsibilities of the role:

• Manage a portfolio of existing Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment.
• Map to multiple stakeholders across a client organisation, from end-users to C-level members of the organisation
• Manage customer escalations to resolution, leveraging cross-functional teams within the business.
• Identify upsell and cross-sell opportunities within your portfolio of customers and work with Account Executives, Sales Engineers and Commercial Directors to drive proof of values.
• Manage and own the renewal processes from commercial negotiations to deal closure for your portfolio of customers.
• Work closely with Darktrace Registered Partners, Darktrace Commercial Directors, Account Executives, Subject Matter Experts, Technical Resources and Cyber Threat Analysts who will support you in performing your role.
• Create and drive success plans with key customers in your portfolio
• Have excellent organizational and project management skills, working with high valued customers in a pressurized environment
• Constantly conduct health checks to drive satisfaction and retention.
• Present, discuss and demonstrate Darktrace platform solutions to CISOs and information security experts as required.

For this role you need to be tenacious, driven and have the following skill set:

• 2 to 5 years experience in a role that encompasses Customer Operations, Customer Success, Technical Account Management, Client Consulting, Sales
• Ability to manage in complex and crisis situations in a confident and calm manner
• Able to effectively communicate with senior business professionals across every industry vertical
• Familiarity with enterprise networking technology
• Strong business acumen and negotiation skills
• Strong communication and presentation skills
• Willing to travel to accounts across the region
• Strong time management skills, self-motivation and to be goal-orientated at all times
• Able to effectively work as a part of team

If you’re passionate about technology, customer success and solving real-world cybersecurity challenges with AI, we’re looking forward to meeting you!