Customer Success Manager in London

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.