Customer Success Manager

August 10

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Darktrace

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Helping around 8,800 organizations worldwide minimize cyber disruption.

Cyber security • Cyber defense • Information security • Intelligence • Information technology

1001 - 5000

💰 Post-IPO Secondary on 2020-03

Description

• Manage a portfolio of 35-45 existing Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment with an objective of growing their Annual Recurring Revenue (ARR). • Regularly conduct 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 CISOs 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 • Analyze customer engagement levels to 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, working with high valued customers in a pressurized environment.

Requirements

• 3+ years of work experience in a role that encompasses Customer Success, Project Management, Business Development, Account Management, Client Service 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 to be goal-orientated at all times • Able to effectively work as a part of team • Bachelor’s degree from an accredited university

Benefits

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