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Applying for Customer Success Manager (London / Cambridge)

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

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.

Darktrace is currently expanding its Customer Success team, which will provide the successful candidate an opportunity to gain valuable experience in the rapidly evolving cyber security industry.

In the Customer Success role, you will be managing named enterprise level 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 cyber security and AI, while always wanting to deliver the best service to our customers.

For more information on our products and company, please consult our website.

More about the role:

Working as part of a close knit and supportive team, you will be managing a portfolio of 30 - 40 existing Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment with an objective of growing their Annual Recurring Revenue (ARR).

Full and ongoing training will be provided as you further develop your relationship building skills, working to meet client needs and further business opportunities.

On a day-to-day basis you’ll be:

  • Regularly conducting business reviews with client executive leadership to drive satisfaction

    and desired business outcomes,

  • Presenting, discussing, and demonstrating Darktrace cyber threat defence solutions to CISOs

    and information security experts,

  • Identifying and nurturing upsell and cross-sell opportunities by aligning our suite of products

    to our customers’ evolving use needs,

  • Responsible for ensuring that customers are set up for success and facilitate the renewal at

    the end of subscription term,

  • Monitoring customer engagement levels to assess risk and execute action plans to progress

    account health,

  • Work closely with Darktrace Engagement Directors, Account Executives, Subject Matter

    Experts, Technical Resources and Cyber Threat Analysts who will support you in performing

    your role,

  • This is a commission-based position, awarded on performance. Commission is uncapped.

Profile of Candidate:

It is likely that you’ll be personable with a friendly and warm approach, you’ll naturally be building long-lasting relationships with a wide range of stakeholders working well in a team. You’ll be keen to use your relationships management and communication skills to achieve goals, you’ll be excited about working to achieve targets.

You’ll be comfortable working across a wide client portfolio, demonstrating a process orientated approach and the ability to juggle competing demands. We don’t require any previous cyber security or sales experience, but you’ll be able to quickly understand technical information, with the ability to process large amounts of information and training quickly.

Ideal experience:

Applications are welcome from strong graduate candidates, and those with some prior customer facing sales experience.

  • Minimum 2:1 from a well-recognised university

  • Ideally, you’ll have experience in a customer facing role, this could be as an Account

    Executive, Customer Success Manager or Business Development Executive position.

  • You’ll be comfortable working in a target driven environment

This is a hybrid position; you’ll be based within a commutable distance of our London or Cambridge office where we’re currently spending 2 days a week with the rest of the week from home.

You may also need to travel, nationally and regionally, to visit clients provided that it is safe to do so.