Customer Success Manager (Mid-Market/Commercial)

Darktrace Ltd; Greater London; Hybrid; GBP 45,000 - GBP 65,000; Full time

Job summary

A leading cybersecurity company in the UK is seeking a Customer Success Manager to manage a portfolio of clients and drive renewals and upsells. In this hybrid role, you will leverage tools like Gainsight and Salesforce while collaborating with various teams to ensure client satisfaction and success. The ideal candidate has experience in Customer Success or similar fields and is passionate about cybersecurity. This position offers a competitive benefits package, with 23 days of holiday and private medical insurance.

Benefits

23 days holiday plus public holidays

Private medical insurance

Life insurance

Salary sacrifice pension scheme

Enhanced family leave

Qualifications

• Experience in Customer Success or related fields.
• Strong communication skills with senior professionals.
• Familiarity with enterprise networking is preferred.

Responsibilities

• Manage a portfolio of customers for renewals and upsells.
• Conduct business reviews and health checks.
• Present Darktrace solutions to clients.

Skills

Customer Success

Strong communication skills

Time management

Presentation skills

Tools

Gainsight

Salesforce

Job description

###Customer Success Manager (Mid-Market/Commercial) page is loaded## Customer Success Manager (Mid-Market/Commercial)locations: London Officetime type: Full timeposted on: Posted Todayjob requisition id: JR101307Darktrace 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 D****escription****:**In the Customer Success Manager role, you will be managing a portfolio of customers in our UK&I Commercial segment. 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 bi-annual quota. You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers. This role is hybrid with minimum 3 days a week in our London office. **What will I be doing:** As a Customer Success Manager, you will manage a large portfolio existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR). You will report to the Mid-Market and Commercial Manager of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.Operate at scale, leveraging a one to many approach through the use of Gainsight and Salesforce.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. **What experience do I need:** 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.**Benefits:*** 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service,* Additional day off for your birthday,* Private medical insurance which covers you, your cohabiting partner and children,* Life insurance of 4 times your base salary,* Salary sacrifice pension scheme,* Enhanced family leave,* Confidential Employee Assistance Program,* Cycle to work scheme.