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Manager, Customer Success



Customer Service, Sales & Business Development
Southern Asia · East Asia · Oceania
Posted on Thursday, March 28, 2024

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications. The company’s European R&D center is located in The Hague, Netherlands.

Headquartered in Cambridge, UK, Darktrace has more than 2,400 employees located globally. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.

This is an excellent opportunity to join a fast-growing company, named one of TIME magazine’s “Most Influential Companies” for 2021 and one of Fast Company’s “Most Innovative AI Companies” in 2022. For more information on our cutting-edge technology, visit darktrace.com.

Qualifications & Experience:

  • You have 4+ years of sales or customer success experience, with a proven track record of managing customer relationships and driving renewals.
  • You have 1-2+ years of management experience with a proven track record of driving success
  • Exceptional communication, negotiation, and presentation skills.
  • You lead effectively in a highly dynamic and fast-paced environment.
  • Possess strong technical and commercial acumen.
  • You are passionate and enthusiastic about Cybersecurity, Customers and Darktrace.

Additional Expectations:

  • Responsible for driving usage, adoption, renewal, and expansion of Darktrace products, and growing ARR. Measured on total team goal attainment; key metrics are ACV, POV and Customer Engagement
  • Participates in emerging management program and/or works with leader in Darktrace to support leadership growth.
  • Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
  • Committed to self-guided learning and professional development to support growth in role.
  • Manages a region al team (with a cap on total direct reports) including in region Team Leads, reports to Director of Success
  • Executes strategic plans to achieve commercial targets including POV quota and pipeline generation for team
  • Provides exceptional leadership, vision, and support to empower their individual teams as well as upholds a strong team culture and sets the tone for the wider team, including difficult coaching conversations; demonstrated success in both balancing strategic goal setting and tactical execution
  • Acts as primary escalation point for team to the Director, orchestrating resources across the company as appropriate
  • Participates in corporate development methods, techniques and evaluation criteria for projects, programs and people to identify and address gaps in skills and resources
  • Leads the creation and development of collaborative content: guidelines, templates, best practices, etc.
  • Shares responsibility for direction of the region/segment and able to achieve that with minimal direction
  • Shares responsibility with Director for hiring needs of their team with in assigned region – participating in how best to upskill and scale team and ensure high quality of training and effective oversight of onboarding supported by team lead