Federal Customer Success Manager
2 weeks ago
Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.
For more information on our cutting-edge technology, visit darktrace.com
Darktrace Federal is looking for a Customer Success lead to build the Darktrace Federal Customer Success Programand serve as Darktrace Federal's first customer success lead. This will include defining the Federal customer success strategy, as well as the procedures and workflow for the Darktrace Federal Customer Success processes. This individual will define the resource and budget requirements for the Customer Success team, as it grows. Initially this individual will be an army of one, serving as the strategic lead, as well as the only Federal Customer Success Manager (CSM) for several current Federal customers.
We are looking for a strong individual who excels in fostering outstanding customer relationships with passion, people-centered leadership, and a track record of navigating organizational growth and change. This is a leadership position with a strong focus on customer satisfaction and retention. You will have ownership of renewals and assist in growing strategic relationships with our customers to deliver on expansion opportunities. You must be passionate about being the face of Customer Success to the Federal Government and the mission of national security.
Key Duties & Responsibilities:
- Responsible for driving usage, adoption, renewal, and expansion of Darktrace Federal products, and ultimately growing ARR.
- Responsible for forecasting and delivering against retention targets to achieve annual renewal and growth budgets.
- Build, Lead and inspire a team of CSMs, providing guidance, mentorship, and performance management; Responsible for all CSM hiring activity.
- Collaborate closely with the sales team to identify opportunities for upselling and cross-selling.
- Collaborate closely with the Darktrace commercial Customer Success Team, to align procedures and best practices where appropriate, as well as
- Work cross-functionally to develop, plan, and implement new strategies to enable our rapidly growing customer success team, drive regional direction and improve customer experience.
- You have 5+ years of sales or customer success experience, with a proven track record of managing customer relationships and driving renewals.
- You should have 1-2+ years of management experience, preferably with some time working in or closely with Federal organizations; Proven track record of driving operational excellence through confident engagement and leadership, strategy development, and collaboration.
- Exceptional communication, negotiation, and presentation skills.
- Shown the ability to operate and lead effectively in a highly dynamic and fast-paced environment.
- Strong technical and commercial acumen.
- Bachelor's degree from an accredited university.
- You are passionate and enthusiastic about Cybersecurity, Customers and Darktrace. Cybersecurity knowledge is a plus.
Security Clearance: You must be eligible to get a U.S. government security clearance. Possession of an active Secret or Top Secret security clearance is a plus.
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