Customer Success Manager

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Darktrace is a global leader in AI for cybersecurity that protects nearly 10,000 organizations from unknown threats using its proprietary AI. Founded in 2013, the Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed.

Darktrace’s platform and services are supported by over 2,400 employees around the world.

In the Customer Success role, you will manage a variety of named 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 within your portfolio by identifying and driving upsells and renewals, based on a quarterly quota. This role is hybrid 1-3 days in office.

• Manage a portfolio of 30-40 existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR).
• Conduct business reviews with client executive leadership and perform health checks on the deployment to drive satisfaction and desired business outcomes.
• Present, discuss, and demonstrate Darktrace cyber threat defense solutions to CISOs 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.
• Ensure customers are set up for success and facilitate the renewal at the end of the subscription term.
• Analyze customer engagement levels to assess risk and execute action plans to progress account health.
• Manage customer escalations to resolution, leveraging cross-functional teams within the business.
• Mentor developing Customer Success Managers on the team by sharing best practices and helping ramp up new team members.

• 2-4 years of work experience in a role that encompasses Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.
• Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical.
  
  Familiarity with enterprise networking technology (preferred, not required) and a foundational understanding of cybersecurity concepts.
• Strong time management skills, self‑motivation, and the ability to work effectively as part of a team.

$80,000-$90,000 base + commission. Final offer will be determined based on years of experience and location.

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

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