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.

  • Customer Service Representative

    2 weeks ago

    Sydney, Nova Scotia, Canada OneMCI Full time

    POSITION OVERVIEWAt MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Are you passionate about helping others and delivering outstanding service? We're looking for...

  • Customer Service Representative

    2 weeks ago

    Sydney, Nova Scotia, Canada OneMCI Full time

    LOCATIONSydney, NSJOB TYPEFull-TimePAY TYPESHourly + BonusBENEFITS & PERKSLOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular RaisesAPPLICATION DETAILSNo Resume Required, On-site InterviewPOSITION OVERVIEWAt MCI...

  • Category Manager

    5 days ago

    Sydney, Nova Scotia, Canada GWA Group Full time

    Join our vibrant team at GWA, where our rich Australian and New Zealand heritage, technical expertise, and innovative drive, combine with our iconic brands to create something truly extraordinary. For over a century, we've been crafting innovative, high-quality products for homes and offices, including market-leading brands like Caroma, Methven and Clark.Are...

  • Customer Service Representative

    1 week ago

    Sydney, Nova Scotia, Canada OneMCI Full time

    LOCATIONSydney, NSJOB TYPEFull-TimePAY TYPESHourly + BonusBENEFITS & PERKSLOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular RaisesAPPLICATION DETAILSNo Resume Required, Entry-LevelPOSITION OVERVIEWAt MCI we...

  • Customer Service Agent

    1 week ago

    Sydney, Nova Scotia, Canada OneMCI Full time

    POSITION OVERVIEWAt MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Are you a natural problem solver with a passion for helping others? We're looking for Customer...

  • Customer Service Agent

    2 weeks ago

    Sydney, Nova Scotia, Canada OneMCI Full time

    LOCATIONSydney, NSJOB TYPEFull-TimePAY TYPESHourly + BonusBENEFITS & PERKSLOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular RaisesAPPLICATION DETAILSNo Resume Required, Entry-LevelPOSITION OVERVIEWAt MCI we...

  • Customer Experience Associate

    1 week ago

    Sydney, Nova Scotia, Canada Scotiabank Full time

    Requisition ID: Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.About the roleAs a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.Our Customer...

  • Inbound Customer Service Agent

    1 week ago

    Sydney, Nova Scotia, Canada OneMCI Full time

    POSITION OVERVIEWAt MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We're looking for enthusiastic and service-driven Customer Support Agent to join our team In...

  • Bilingual Customer Service Representative

    1 week ago

    Sydney, Nova Scotia, Canada OneMCI Full time

    POSITION OVERVIEW At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  Kickstart your career with usWe're hiring Bilingual Customer Service Representatives to...

  • Store Manager

    7 days ago

    Sydney, Nova Scotia, Canada Reitmans (Canada) LtéeLtd Full time $50,000 - $55,000

    Company Description With a strong online presence and more than 200 stores across the country, Reitmans delivers an open and positive fashion, offering sizes 0–22, XXS–3X, in Regular, Petite, and Tall. As Reitmans celebrates its 100th anniversary, the proudly Canadian retailer continues its long-standing mission to empower and inspire women through...