Enterprise Customer Success Manager

Darktrace is a global leader in AI for cybersecurity that provides essential cybersecurity platforms to protect organizations from unknown threats. The Customer Success Manager will manage a portfolio of customers to drive adoption, renewals, and upsells while ensuring customer satisfaction and success with Darktrace's solutions.

Responsibilities:

• Manage a portfolio of 30-40 existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR)
• 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