Hybrid CSM – AI Cybersecurity (Mid-Market)

Darktrace Ltd; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A global cybersecurity leader is seeking a Customer Success Manager to guide customers in achieving success with their platform. Responsible for managing a portfolio, this role emphasizes customer engagement, product adoption, and collaboration with technical teams. Applicants should have experience in Customer Success or Account Management, with strong communication and relationship-building skills. Benefits include generous holidays, private medical insurance, and a cycle-to-work scheme. This role is hybrid, requiring minimum in-office presence in London.

Benefits

23 days’ holiday + all public holidays

Additional day off for your birthday

Private medical insurance for family

Life insurance of 4 times base salary

Salary sacrifice pension scheme

Enhanced family leave

Confidential Employee Assistance Program

Cycle to work scheme

Qualifications

• Experience in Customer Success, Account Management, or similar roles.
• Proven ability to manage a large portfolio and drive retention and growth outcomes.
• Interest in cybersecurity and AI, technical expertise is helpful but not required.

Responsibilities

• Own the customer journey from onboarding to renewal, ensuring fast time-to-value.
• Build and maintain strong relationships with key stakeholders across accounts.
• Drive product adoption and usage through engagement and education.
• Monitor account health and mitigate churn risks through strategic planning.

Skills

Customer Success

Account Management

Strong communication

Stakeholder management

Relationship-building

Organisational skills

Tools

Salesforce

Gainsight

Job description

A global cybersecurity leader is seeking a Customer Success Manager to guide customers in achieving success with their platform. Responsible for managing a portfolio, this role emphasizes customer engagement, product adoption, and collaboration with technical teams. Applicants should have experience in Customer Success or Account Management, with strong communication and relationship-building skills. Benefits include generous holidays, private medical insurance, and a cycle-to-work scheme. This role is hybrid, requiring minimum in-office presence in London.