Customer Success Manager

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Join to apply for the Customer Success Manager role at Darktrace

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Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit

Job Description

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. You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers.

Key Duties & Responsibilities

• As a Customer Success Manager, you will manage a portfolio of 130-150 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.

Qualifications & Experience

• Must be fluent in Spanish with advanced verbal and written communication skills in English.
• A minimum of 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.

Please Note: When applying please enter in your salary expectations as MXN/Annually.

• 100 % dental and vision insurance
• Life Insurance
• Employee Assistance Program

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Computer and Network Security

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