Director of Customer Success, Darktrace
Key Accounts
$200k
+ Commission
AI cybersecurity solutions
Open for applications
AI cybersecurity solutions
1001+ employees
Open for applications
$200k
+ Commission
1001+ employees
Company mission
To free the world from cyber disruption.
Role
Who you are
- We’re looking for a proven leader with a strong track record in Customer Success, particularly in managing strategic or enterprise accounts
- Experience leading or mentoring high-performing teams, with a focus on strategic account management
- Strong executive presence and ability to build trusted relationships with senior customer stakeholders
- Demonstrated success in customer retention, turnaround, and advocacy
- Deep understanding of customer health metrics and operational excellence
- Collaborative mindset with the ability to unite internal teams around customer outcomes
- Strategic thinker with ideas for evolving and improving the Key Account Customer Success function
What the job involves
- As a Director of the Key Account Customer Success team, you will lead a group of experienced Customer Success professionals focused on the company’s strategic and high-value accounts. You’ll be responsible for driving measurable outcomes across retention, expansion, and customer satisfaction, while ensuring a seamless and value-driven customer journey
- You will serve as a senior leader and strategic partner, representing the voice of the customer across internal stakeholders and influencing cross-functional priorities. You will work closely with cross-functional partners in Sales, CSE, CIE, SE, Support, Channel to ensure a seamless and value-driven customer journey
- This role is ideal for a confident, strategic leader who thrives in complex environments, is comfortable with executive-level engagement, and is passionate about building high-performing teams that deliver exceptional customer outcomes
- Leadership & Strategy:
- Lead, develop, and inspire the Key Account Customer Success team to exceed retention, growth, and activation targets across our largest accounts
- Define and execute a scalable strategy for strategic account success, aligned with global Customer Success goals
- Build and maintain trusted relationships with senior stakeholders at top-tier customer accounts, acting as a strategic advisor
- Influence internal strategy by representing the needs and opportunities of key accounts
- People Management & Development:
- Foster a culture of accountability, ownership, and continuous improvement within the team
- Coach and develop team members to operate at an executive level with customers, providing feedback and managing performance effectively
- Navigate complex interpersonal and business dynamics with clarity and confidence
- Build succession plans and talent pipelines to support long-term team growth and stability
- Operational Excellence:
- Monitor and analyze key metrics such as churn, Net Revenue Retention (NRR), product adoption, and customer health across strategic accounts
- Proactively identify risks and opportunities, driving actions to prevent churn and maximize value realization
- Ensure consistent usage of tools (e.g., Salesforce, Gainsight) to track and manage account health and engagement
- Customer Advocacy & Engagement:
- Join executive-level customer meetings to support strategic planning, de-escalate risks, and reinforce value
- Act as a senior escalation point for complex customer issues, coordinating cross-functional resolution with urgency and care
- Champion the voice of the customer internally, driving product and process improvements based on feedback from key accounts
- Cross-Functional Collaboration
- Partner closely with Sales, Support, Product, Engineering, and other teams to deliver a unified customer experience
- Act as a bridge between strategic account needs and global initiatives, ensuring alignment and prioritization
- Collaborate with internal stakeholders to co-create solutions that drive customer success and business growth
Our take
With the rise of sophisticated cyberattacks, the need for cutting-edge defence mechanisms has never been more critical. Darktrace addresses this challenge by leveraging AI-enabled threat detection technology, enabling organisations to swiftly identify and respond to abnormal network activity.
By utilising machine learning algorithms, Darktrace allows businesses to combat a wide range of cyber threats, from data breaches to insider attacks. This safeguards their digital assets and helps them maintaining operational resilience.
The company's recent acquisition by private equity giant Thoma Bravo marks a significant milestone in its journey. The acquisition provides Darktrace with access to a strong financial partner and deep software sector expertise, positioning it to further enhance its capabilities as a leading AI cybersecurity business.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Sep 2018
$50m
SERIES E
Jul 2017
$75m
SERIES D
Total funding: $230.5m
Company HQ
Cambridge, UK
Leadership
Jack Stockdale
(CTO)Co-founded Darktrace in 2013 and has served as the CTO since.
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