At a Glance
- Tasks: Guide customers through their journey, ensuring success and driving product adoption.
- Company: Join Darktrace, a global leader in AI cybersecurity with a dynamic culture.
- Benefits: Enjoy 23 days holiday, private medical insurance, and enhanced family leave.
- Other info: Hybrid role with excellent career growth opportunities in a fast-paced environment.
- Why this job: Make a real impact in cybersecurity while building strong customer relationships.
- Qualifications: Experience in Customer Success or Account Management and strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
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.
Job Description: As a Customer Success Manager (CSM) for the Mid-Market and Commercial segment, you will be responsible for guiding customers through their journey with Darktrace, ensuring rapid time-to-value and sustained success throughout the contract lifecycle. You’ll manage a high-volume portfolio of accounts, focusing on driving adoption, retention, and growth of our Darktrace Platform. This role requires a proactive mindset, strong organisational skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage. This role is hybrid with a minimum of 3 days a week in our London office.
What will I be doing:
- You’ll work closely with Customer Success Engineers, Solutions Engineers, Renewals Managers, Onboarding specialists, Cyber Infrastructure Engineers, and Sales to ensure customers are supported both technically and commercially.
- Higher ACV accounts will receive increased touch points and tailored engagement strategies.
- Own the customer journey from onboarding to renewal, ensuring fast time-to-value and continuous alignment with business goals in collaboration with onboarding specialists, renewals managers, technical roles, and sales.
- Build and maintain strong relationships with key stakeholders across accounts.
- Drive product adoption and usage through engagement and education.
- Monitor account health.
- Collaborate with Sales to identify and execute upsell opportunities.
- Partner with technical teams to resolve escalations.
- Mitigate churn risks through strategic planning.
- Advocate for customer needs internally and contribute to product development feedback.
- Prioritise accounts based on risk, opportunity, ACV, and strategic value to tailor engagement.
What experience do I need:
- Experience in Customer Success, Account Management, or similar roles.
- Proven ability to manage a large portfolio and drive retention and growth outcomes.
- Strong communication, stakeholder management, and relationship-building skills.
- Experience with Salesforce, Gainsight, or similar CRM/CS platforms preferred.
- Familiarity with MEDDPICC or other sales qualification methodologies is a strong advantage.
- Highly organised, proactive, and comfortable in a fast-paced, dynamic environment.
- Interest in cybersecurity and AI; technical expertise is helpful but not required.
Benefits:
- 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service.
- Additional day off for your birthday.
- Private medical insurance which covers you, your cohabiting partner, and children.
- Life insurance of 4 times your base salary.
- Salary sacrifice pension scheme.
- Enhanced family leave.
- Confidential Employee Assistance Program.
- Cycle to work scheme.
Customer Success Manager employer: Darktrace Ltd
Darktrace is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. As a Customer Success Manager, you will benefit from a supportive environment with ample opportunities for professional growth, alongside competitive perks such as private medical insurance, enhanced family leave, and a generous holiday allowance. Join a forward-thinking team at the forefront of AI cybersecurity, where your contributions directly impact customer success and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Darktrace on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role.
✨Tip Number 2
Prepare for the interview by understanding Darktrace's products and the cybersecurity landscape. Show us that you’re not just interested in the role, but also passionate about the company’s mission and how you can contribute to customer success.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in previous roles. We want to hear about your proactive mindset and how you’ve built strong relationships with stakeholders.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining the Darktrace team and making an impact in the Customer Success space.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in managing accounts, driving retention, and building relationships. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how you can contribute to our team. Be sure to mention any relevant experience with CRM platforms like Salesforce or Gainsight.
Showcase Your Communication Skills:As a CSM, strong communication is key. In your application, demonstrate your ability to convey complex ideas simply and effectively. We love seeing examples of how you've built relationships and collaborated with teams in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Darktrace Ltd
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of Customer Success. Understand key metrics like Net Promoter Score (NPS) and Customer Lifetime Value (CLV). Being able to discuss how you've driven retention and growth in previous roles will show that you're ready to take on the responsibilities at Darktrace.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with stakeholders in past positions. Think about specific instances where your communication and interpersonal skills made a difference. This role is all about collaboration, so demonstrating your ability to connect with others is crucial.
✨Familiarise Yourself with the Product
Dive into Darktrace's platform and understand its features and benefits. Being knowledgeable about their AI-driven cybersecurity solutions will not only impress your interviewers but also help you articulate how you can drive product adoption and usage among customers.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer scenarios, such as mitigating churn risks or driving upsell opportunities. Practise structuring your answers using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process and problem-solving abilities.
