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Customer Success Manager
2 months ago
Darktrace Limited is a global leader in cyber security AI, delivering complete AI-powered solutions to protect its customers from complex threats. We are seeking a skilled Customer Success Manager to join our team and drive adoption and outcomes leading to renewals, expansion, and advocacy across our global customer base.
Key Responsibilities:- Manage a portfolio of 30-40 existing Darktrace customers, ensuring each customer gains maximum utility from their Darktrace deployment.
- Conduct regular business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
- Present and discuss 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 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.
- 3+ years of work experience in a role that encompasses Customer Success, Project Management, Business Development, Account Management, Client Service, or Consulting.
- Ability to manage complex and crisis situations in a confident and calm manner.
- Able to effectively communicate with senior business professionals across every industry vertical.
- Familiarity with enterprise networking technology or SaaS experience.
- Strong communication and presentation skills.
- Willing to travel to accounts across the region.
- Strong time management skills, self-motivation, and goal-oriented at all times.
- Able to effectively work as a part of a team.
- Bachelor's degree from an accredited university.
- 100% medical, dental, and vision insurance, plus dependents.
- Paid parental leave.
- Pet insurance.
- Life insurance.
- Commuter benefits.
- 401(k).
Location: San Francisco
Please Note: We operate under a hybrid model, 2-3 days per week onsite.
