Customer Success Manager (Dutch Speaking) 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 PlatformTM delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email.

As a Customer Success Manager (CSM) for the BENELUX mid market/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. This role is hybrid with a minimum of 3 days a week in our Amsterdam or London office.

What will I be doing:

• You’ll manage a high-volume portfolio of accounts, focusing on approaches to drive scale engagement, adoption, retention of your customers and the growth of our Darktrace Platform.
• This role requires a proactive mindset, strong organisational and project management skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage.
• 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.
• 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 select accounts.
• Drive product adoption and usage through engagement and education.
• Collaborate with marketing to assist in establishing processes to automate and scale engagement across your book of business.
• Monitor account health devising and executing scalable plans to improve.
• Collaborate with Sales to help them identify upsell opportunities which they can execute on.
• 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.
• Engage with partners to assist in scaling engagement, drive adoption, utilisation and improve overall health across your book of business.

What experience do I need:

• Fluent in Dutch and English, French is a nice to have (written and spoken).
• 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 is a strong advantage.
• Familiarity with MEDDPICC or other sales qualification methodologies is preferred.
• Highly organised, proactive, and comfortable in a fast-paced, dynamic environment.
• Interest in cybersecurity and AI; technical expertise is helpful but not required.

Benefits:

• 25 days’ holiday + all public holidays.
• Additional day off for your birthday.
• Commuting allowance.
• Pension Scheme.
• Life & Disability insurance.
• Employee Assistance Program.
• Bicycle Leasing Scheme.