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- Tasks: Manage customer portfolios, drive adoption, and ensure satisfaction with Darktrace's AI cybersecurity solutions.
- Company: Join Darktrace, a global leader in AI for cybersecurity, protecting thousands of organisations.
- Benefits: Enjoy 23 days holiday, private medical insurance, and enhanced family leave.
- Why this job: Be at the forefront of cybersecurity innovation and make a real impact on customer success.
- Qualifications: Experience in customer success or related fields, strong communication skills, and a passion for tech.
- Other info: Hybrid role with opportunities for career growth in a dynamic environment.
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.
In the Customer Success Manager role, you will be managing a portfolio of customers in our UK&I Commercial segment. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Commission will be awarded for increasing Net Revenue Retention (NRR) within your portfolio, by identifying and driving upsells and renewals, based on a bi‑annual quota. You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers. This role is hybrid with minimum 3 days a week in our London office.
What will I be doing:
- Manage a large portfolio of existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR).
- Report to the Mid‑Market and Commercial Manager of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.
- Operate at scale, leveraging a one‑to‑many approach through the use of Gainsight and Salesforce.
- 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.
- Ensure 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.
What experience do I need:
- Experience in a role that encompasses Customer Success, Project Management, Business Development, Technical Account Management, Client Service or Consulting.
- Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical.
- Familiarity with enterprise networking technology (preferred, not required) and a foundational understanding of cybersecurity concepts.
- Strong time management skills, self‑motivation, and the ability to work effectively as part of a team.
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 (Mid-Market/Commercial) employer: Darktrace
Contact Detail:
Darktrace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Mid-Market/Commercial)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the cybersecurity and AI space. Attend industry events, webinars, or even local meetups. The more you engage, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your passion for cybersecurity! When you get the chance to chat with potential employers, make sure to highlight your enthusiasm for the field. Share any relevant experiences or projects that demonstrate your commitment to learning and growing in this area.
✨Tip Number 3
Prepare for those interviews by knowing Darktrace inside out. Familiarise yourself with their products and services, especially how they help customers achieve their goals. This will not only impress your interviewers but also show that you're genuinely interested in helping their clients succeed.
✨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 you’re serious about joining the team and ready to dive into the world of AI and cybersecurity with us.
We think you need these skills to ace Customer Success Manager (Mid-Market/Commercial)
Some tips for your application 🫡
Show Your Passion for Cybersecurity: When writing your application, let your enthusiasm for cybersecurity and AI shine through. We want to see that you’re genuinely interested in the field and eager to learn more about how our technology can make a difference.
Tailor Your Experience: Make sure to highlight relevant experience in Customer Success or similar roles. We’re looking for candidates who can demonstrate their ability to manage customer relationships and drive outcomes, so be specific about your achievements!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Darktrace
✨Know Your Stuff
Make sure you brush up on your knowledge of cybersecurity and AI. Darktrace is all about cutting-edge tech, so being able to discuss their platform and how it protects organisations will show that you're genuinely interested and prepared.
✨Showcase Your Customer Success Skills
Prepare examples from your past experiences where you've successfully managed customer relationships or driven renewals. Highlight specific metrics or outcomes to demonstrate your impact, as this role is all about maximising customer utility and driving revenue.
✨Practice Your Presentation Skills
Since you'll be presenting to senior professionals, practice articulating complex ideas clearly and confidently. You might even want to do a mock presentation with a friend to get comfortable discussing technical solutions in an engaging way.
✨Ask Insightful Questions
Prepare thoughtful questions about Darktrace's approach to customer success and their future plans. This not only shows your interest but also gives you a chance to assess if the company aligns with your career goals and values.