Enterprise Customer Success Manager
Darktrace Ltd
- # Enterprise Customer Success ManagerApplylocations: New York Officetime type: Full timeposted on: Posted Todayjob requisition id: JR101703Darktrace 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 PlatformTM 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 D****escription****:**In the Customer Success manager 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. You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers.Please note: This role is hybrid. 3 days in the NY office Key Duties & Responsibilities* 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.**Qualifications & Experience*** 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.**Compensation:** $100,000k-$120,000K base + commission. Final offer will be determined based on years of experience and location.**Benefits:*** 100% medical, dental and vision insurance, plus dependents* Paid parental leave* Pet insurance Discount* Life insurance* Commuter benefits* 401(k)* Employee Assistance ProgramOur Growth is Creating Great Opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you! Thanks for your interest in working on our team!
- J-18808-Ljbffr Darktrace Ltd
Vacancy posted 3 days ago
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