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.

What will I be doing:

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

In the Customer Success role, you will be managing accounts across our UK&I 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 wanting to deliver the best service to our customers.

Working as part of a close knit and supportive team, you will be managing a portfolio of Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment.

The Customer Success Manager conducts business reviews with client executives to drive satisfaction and desired outcomes. Presents and demonstrates Darktrace cyber threat defense solutions to CISOs and security experts.

The successful candidate will identify and nurture upsell and cross-sell opportunities by aligning products with customers' evolving needs. Moreover, they will ensure customer success and facilitate subscription renewals.

The customer success team is responsible in monitoring customer engagement to assess risk and improve account health and they collaborate with Darktrace teams, including Engagement Directors, Account Executives, Subject Matter Experts, Technical Resources, and Cyber Threat Analysts.

Full and ongoing training will be provided as you further develop your relationship building skills, working to meet client needs and further business opportunities.

This role is hybrid based out of our Milan office, attending a minimum of 3 days a week.

You may also need to travel, nationally and regionally, to visit clients. 

What experience do I need:

It is likely that you’ll be personable with a friendly and warm approach, you’ll naturally be building long-lasting relationships with a wide range of stakeholders working well in a team. You’ll be keen to use your relationships management and communication skills to achieve goals, you’ll be excited about working to achieve targets.

You’ll be comfortable working across a wide client portfolio, demonstrating a process orientated approach and the ability to juggle competing demands. We don’t require any previous cyber security or sales experience, but you’ll be able to quickly understand technical information, with the ability to process large amounts of information and training quickly.

• You’ll have experience in a customer facing role, this could be as an Account Executive, Customer Success Manager or Business Development Executive position,
• You’ll be comfortable working in a target driven environment,
• You'll be fluent in Italian and English.

 Please submit CV in English. 

Benefits we offer:

• Four weeks holiday + all public holidays,
• Additional day off for your birthday,
• Accident, death & disability insurance,
• Meal vouchers,
• Employee Assistance Program.

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