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Customer Success Manager

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Darktrace

3mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • United States
    Remote
  • Quick Apply

AI generated summary

  • You need 3+ years in Customer Success or related fields, strong communication and management skills, ability to handle crises, and a bachelor's degree. Familiarity with tech and travel readiness preferred.
  • You will manage relationships with 40+ clients, driving value and renewals, executing account strategies, resolving escalations, and identifying upsell opportunities in a dynamic environment.

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

FAQs

Is this position fully remote?

Yes, this is a remote role for candidates located in the Southeast region of the United States (GA, FL, AL, NC, SC, VA, KY, TN, DC).

What type of clients will I be working with?

You will be managing a portfolio of 40+ existing enterprise accounts, including C-level clients and information security experts.

What experience is required for this position?

A minimum of 3+ years of work experience in Customer Success, Account Management, Project Management, Business Development, or Consulting is required.

Will I receive training after starting?

Yes, there is an onboarding program designed by our expert trainers that includes training across multiple topics and disciplines during the first 3 months.

What skills are important for this role?

Strong communication and presentation skills, project management abilities, customer service orientation, data and analytics skills, and the ability to manage complex situations effectively are important for this role.

Is travel required for this position?

Yes, you should be willing to travel to accounts across the region as needed.

What benefits does Darktrace offer?

Darktrace offers 100% medical, dental, and vision insurance for employees and their dependents, paid parental leave, pet insurance, life insurance, commuter benefits, and a 401(k).

What is the main goal of a Customer Success Manager at Darktrace?

The main goal is to drive adoption and outcomes that lead to renewals, expansion, and advocacy across your portfolio of clients.

Are there opportunities for professional growth in this role?

Yes, the onboarding program and the collaborative environment at Darktrace provide opportunities for professional growth and learning about cyber security and AI.

How does the Customer Success Manager interact with other teams at Darktrace?

You will work closely with Renewal Directors, Account Executives, Subject Matter Experts, Technical Resources, and Cyber Threat Analysts to support customer success and resolution of issues.

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Darktrace

Global leader in cyber security AI. Protects over 6,500 organizations worldwide. Creators of Self-Learning AI.

Technology
Industry
1001-5000
Employees
2013
Founded Year

Mission & Purpose

Darktrace's mission is to free the world from cyber disruption. Its AI technology is relied on by over 8,400 customers worldwide to prevent, detect, and respond to cyber-attacks. Headquartered in Cambridge, UK, the company has 2,200 employees and over 30 offices worldwide. Darktrace was named one of TIME magazine’s ‘Most Influential Companies’ for 2021.

Benefits

  • Pension Plan

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