Customer Success Manager

2 days ago

Sydney, Nova Scotia, Canada Darktrace Full time

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform delivers a proactive approach to cyber resilience to secure the business 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. To learn more, visit

Job Description:

In the Senior Customer Success role, you will be managing 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 (NRR) within your portfolio, by identifying and driving upsells and renewals, based on a quarterly quota. You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers.

Key Duties & Responsibilities

  • As a Senior Customer Success Manager, you will manage increasingly larger and/or more complex deployments, escalations, and renewals of diverse scope, creating client advocates, driving usage and adoption, and effectively aligning long-term partnerships with clients. You will report to the Director of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.
  • Conduct strategic business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
  • Present, discuss, and demonstrate Darktrace cyber threat defense solutions to C-Suite executives (CIO, CISO, CTO) and information security experts.
  • Identify, nurture, and negotiate complex 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 comprehensive action plans to progress account health.
  • Manage complex customer escalations to resolution, leveraging cross-functional teams within the business.
  • Mentor and provide guidance to junior staff with an advanced understanding of the Darktrace product suite.
  • Lead strategic initiatives and projects that build structure around the team or advance a wider segment/entire team through guidelines, templates, best practices, etc.

Qualifications & Experience

  • Typically requires a minimum of 5 years of 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 an advanced understanding of cybersecurity concepts.
  • Strong time management skills, self-motivation, and the ability to work effectively as part of a team.

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