Customer Success Manager

Summary

Join Darktrace's Customer Success team as a remote employee based in the Southeast United States! Manage a portfolio of 40+ enterprise accounts, driving adoption and achieving renewals, expansion, and advocacy. You will build strong customer relationships, ensure maximum utility from Darktrace deployments, and conduct business reviews. Collaborate with the sales team to develop and execute account strategies, present solutions to C-level clients, and identify upsell/cross-sell opportunities. This role requires strong communication, project management, and problem-solving skills, along with experience in customer success or a related field. Darktrace offers a comprehensive onboarding program and excellent benefits.

Requirements

• 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
• 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

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

Preferred Qualifications

Familiarity with enterprise networking technology (preferred, not required) or SaaS experience

Benefits

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