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Applying for Customer Success Regional VP

Location: Europe, the Middle East, and Africa / UK

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 7,700 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 115 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 2,000 employees located across more than 100 countries. 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.

Reporting directly to the Global VP of Global Customer Success, the Customer Success Regional VP will be responsible for effectively leading the Customer Success team, whilst maintaining and growing renewal and upsell revenue from our existing customer base in the Australia/New Zealand (ANZ) market. You will be responsible for fostering a customer-centric culture and executing the strategic direction of Darktrace’s CSM team in ANZ. In this position you will attract, develop, retain and motivate an existing team of CSM managers and individual contributors to drive customer outcomes, strengthen customer relationships, as well as enhancing and forging new partnerships to strengthen Annual Recurring Revenue (ARR) and Logo Retention. in line with performance targets and metrics. Everything we do is centered around our values – Pride, Novelty, Humility, Bravery, Restlessness and Aspiration - we like to challenge the status quo, always strive to do better, and we are open to learning from those around us.

On a day-to-day basis you'll be:

  • Responsible for maintaining and growing renewal and upsell revenue from existing customer base in the Australia/New Zealand (ANZ) market.
  • Ultimate responsibility for Net Dollar Retention for sub-teams/ regions or territory
  • Provides a clear direction of ARR book of business ensuring growth and adoption in your team and mitigate churn
  • Directs activities of multiple teams of experienced level CSM professionals including subordinate CS Directors.
  • Empowering the team to develop new methods and solve complex matters.
  • Participates with senior management to establish strategic plans and objectives that impact both CS function and Darktrace at a global level.
  • Effectively cascades CS strategy into functional plans and guides execution including long-term goals, projects and team objectives some of which are self-identified or executed.
  • Regularly present and report on team activity, delivery, and continued development to C-Suite.
  • Engage with problematic and at-risk accounts as issues arise to find creative solutions and improve the client experience
  • Proactively drives change and contributes to team’s target setting that impacts their sub-teams and/or region.
  • Plans and executes the CSM market coverage and account assignment across ANZ - participating in how best to upskill and scale team and ensure high quality of training
  • Have grown an excellent working relationship with corresponding Vice Presidents (VPs) and Subject Matter Experts (SMEs) across other divisions, able to form strategy and drive regional direction.
  • Leads the creation and development of collaborative content: guidelines, templates, best practices, etc.

 

Candiate Profile

  • High performing leader with expert knowledge of Customer Success principles and practices.
  • Excellent communication, written and interpersonal skills.
  • A desire to work both at strategic level and on projects.
  • Passionate about helping customers ahiceve desired business outcomes
  • Leads by example, works well under pressure, with good time management and organisational skills.
  • Self motivated and result driven.
  • Ability to work in a fast paced environment.

 

Required experience: 

  • Proven experience in Customer Success or Account Management, along with 3+ years of experience managing customer-facing teams.
  • Successful track record of hiring and developing a high-performing team.
  • Deep understanding of customer needs across different client segments and industries.
  • Track record of leading expansion and adoption into book of business.
  • Strong communication skills including writing, verbal, and experience presenting to executive teams.
  • Familiarity with enterprise networking technology
  • Minimum 3.2 GPA from a leading University or equivalent.