Customer Success Manager, Darktrace
$80-95k
+ Commission
3 days a week in office
AI cybersecurity solutions
Open for applications
AI cybersecurity solutions
1001+ employees
Open for applications
$80-95k
+ Commission
3 days a week in office
1001+ employees
Company mission
To free the world from cyber disruption.
Role
Who you are
- You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers
- A minimum of 3-5 years of 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
- Willing to report to the Chicago office 3 days a week
What the job involves
- In the Customer Success role, you will be managing a variety of named accounts across our global customer base
- 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 quarterly quota
- As a Customer Success Manager, you will manage a portfolio of 30-40 existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR). You will report to the Director of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts
- 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
- Mentor developing Customer Success Managers on the team by sharing best practices and helping ramp up new team members
- Build strategic partnerships with Renewal Directors, Sales, Cyber Technology Specialists, and other internal teams to drive alignment and develop tailored solutions for complex accounts
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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