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.

Job Summary

In the Customer Success role, you will be managing a variety of named enterprise accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. We are looking to high energy and passionate people that are eager to learn about cyber security and AI, while maximizing the value of the Darktrace partnership.

Our team of expert trainers have designed an onboarding program to equip you with the knowledge and skills required to successfully get out of the starting blocks. Over the first 3 months of joining Darktrace our education team will provide training across multiple topics and disciplines ranging from Industry, Technology and Product all the way through to Systems, Process and Soft Skills training. Our team at Darktrace are here to help and support you every step of the way as you begin your career at Darktrace.

Location: Southeast, United States

Please Note - We operate under a hybrid model, 2-3 days per week onsite.

Key Duties & Responsibilities

• Build strong, long-term relationships with customers by creating regular cadences and efficiently resolving issues as their success manager.
• Manage a portfolio of 40 existing Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment with an objective of retaining & growing their Annual Recurring Revenue (ARR).
• Ensure each client understands the ROI/value delivered to their business through conducting virtual or on-site business reviews to each client that align to our client’s business goals and objectives
• Develop and execute on account strategies while working alongside Darktrace sales team to deliver positive outcomes for clients.
• Present, discuss, and demonstrate Darktrace cyber threat defense solutions to C-level clients and information security experts as required.
• Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning our suite of products to our customers’ evolving use cases and needs.
• Responsible for ensuring that customers are set up for success and facilitate the renewal at the end of the subscription term.
• Identify and assess risk and execute action plans to progress account health.
• Manage customer escalations to resolution, leveraging cross-functional teams within the business.
• Work closely with Darktrace Renewal Directors, Account Executives, Subject Matter Experts, Technical Resources and Cyber Threat Analysts who will support you in performing your role.
• Have excellent organizational and project management skills, while managing a complex portfolio of high valued customers in a pressurized environment.
  
  

Qualifications & Experience:

• 3 years of work experience in a role that encompasses Customer Success, Account Management, Project Management, Business Development, or Consulting
• Ability to manage 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 (preferred, not required) or SaaS experience
• Strong communication and presentation skills
• Willing to travel to accounts across the region
• Strong time management skills, self-motivation and goal-orientated at all times
• Able to effectively work as a part of team
• Strong Communication, customer service, leadership, data and analytics skills
• Bachelor’s degree from an accredited university
  
  

Benefits

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance
• Life insurance
• Commuter benefits
• 401(k)