Senior Manager of Customer Success, Darktrace
$160-170k
80/20 split
AI cybersecurity solutions
Job no longer available
AI cybersecurity solutions
1001+ employees
Job no longer available
$160-170k
80/20 split
1001+ employees
Company mission
To free the world from cyber disruption.
Role
Who you are
- A critical requirement for this role is prior experience directly managing or leading Customer Success teams
- 10 + Experience in Customer Success, Sales, or Project Management in an Enterprise SaaS environment
- 5+ years leading a CSM or Account Management Team
- Proven experience in subscription-based models: renewals, negotiations, upselling, cross-selling
- Track record of operational excellence, strategic prioritization, and empathetic team leadership
- Strong understanding of the cybersecurity landscape and regional GTM dynamics
- Demonstrated success leading, inspiring, and scaling high-performing teams
- Strong grasp of recurring revenue value drivers and enterprise account strategy
- Passion for cybersecurity, customer advocacy, and development
What the job involves
- As the Senior Manager, Customer Success ( WEST) team, you will lead, coach, and develop a high-performing organization of CSMs dedicated to driving value and long-term success for customers across our Southwest Territory, including CA, PHX, NV, UT, ID and more. You will oversee the complete customer lifecycle—onboarding through renewal—ensuring measurable improvements in customer activation, adoption, retention, expansion, and satisfaction
- You will also serve as the senior escalation point and strategic voice of the customer, collaborating closely with Professional Services, Sales, Success Engineering, Support, Channel, and other GTM partners to deliver unified, impactful customer outcomes
- This role reports directly to our Director of Customer Success
- Leadership & Team Management
- Lead, mentor, and develop the Southwest Customer Success team, ensuring consistent excellence across all markets
- Apply deep regional knowledge to guide customer strategy, team processes, and cross-functional alignment
- Support career development, operational rigor, and leadership readiness across the Southwest CSM team
- Customer Outcomes & Operational Ownership
- Own Gross Revenue Retention and reduce churn across the Southwest Enterprise portfolio
- Drive customer value realization to support strong renewals and expansions
- Maintain accurate forecasting across retention and growth KPIs
- Champion a frictionless, value-driven customer journey across every touchpoint
- Cross-Functional & GTM Collaboration
- Partner closely with Sales, Renewals, Professional Services, Success Engineering, Support, and Channel to deliver cohesive customer outcomes
- Serve as the primary escalation point for customer issues
- Represent the voice of customer to internal stakeholders and influence product, process, and strategic decisions
- Strategic Execution
- Implement scalable processes to support rapid growth across the Southwest Team
- Empower the team to innovate, solve problems, and deliver exceptional customer experiences
- Manage competing priorities with expert judgment and clarity in a dynamic, evolving environment
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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