Customer Success Manager

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 http://www.darktrace.com.

Job Description:

We are a leading cybersecurity company committed to safeguarding our customers’ digital ecosystems. Our Customer Success team is central to ensuring customers achieve meaningful outcomes and realise the full value of our technology. We are searching for an experienced and motivated Customer Success Manager to strengthen customer satisfaction, retention and growth across our enterprise portfolio.

The Customer Success Manager (CSM) will be responsible for a portfolio of approximately 30 enterprise customers. This role focuses on building trusted, strategic relationships and ensuring each customer receives exceptional support throughout their lifecycle. The CSM will work closely with cross-functional teams including Sales, Product and Support to deliver a cohesive and high impact customer experience.

• Serve as the primary point of contact for assigned enterprise customers and develop long term, trusted relationships.
• Drive product adoption and success by understanding customer objectives and providing strategic guidance and best practice recommendations.
• Monitor customer health and proactively address risks to maintain strong satisfaction and retention.
• Lead regular check ins, including Quarterly Business Reviews and strategic planning sessions.
• Partner with internal teams to advocate for customer needs and provide insights that influence product development.
• Identify opportunities for growth within accounts and collaborate with Sales on upsell and cross sell initiatives.
• Track and report on customer success metrics, including adoption, engagement and retention.
• Deliver onboarding support and training to ensure smooth implementation and early success for new customers.
• Manage complex projects in a fast paced environment while maintaining strong organisation and attention to detail.

• A minimum of three years’ experience in Customer Success, Account Management, Consulting or a similar field, ideally within cybersecurity or technology.
• Demonstrated success in managing and growing enterprise customer accounts.
• Excellent communication, negotiation and interpersonal skills.
• Ability to understand complex technical concepts and translate them into clear, value oriented conversations.
• Strong analytical and data driven decision making skills.
• Highly motivated, detail oriented and comfortable working autonomously in a dynamic environment.