Customer Success Manager (Channel- Led)

Customer Success Manager, Korea (Channel-Led)  

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.  

At Darktrace, our passion, creativity and determination to succeed is helping us build something completely novel and extraordinary. Join us on our mission to free the world of cyber disruption. 

Our Customer Success team plays a key role in helping client organisations defend their digital landscape from evolving threats. This is your opportunity to be part of a high growth business that values collaboration, innovation and inclusion.  

In the Customer Success role, you will be managing a book of business across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You should have a passion to learn about cyber security and AI, while always delivering the best service to our customers. This role is open to those with 5 to 7 years of professional experience. 

You will have the opportunity to work with channel partners, clients across all industry verticals and varying organisation stakeholders.  

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

Key Duties & Responsibilities of the role:

This is a highly channel-driven market, so you will work with existing channel partners to retain and grow an existing book of business including:

• Ensuring that each customer gains maximum utility from their Darktrace deployment
• Ensuring each Partner is setup to succeed and can deliver exceptional customer experience and outcomes for Darktrace customers
• Champion and help remove roadblocks for customers and partners within country in relation to their Darktrace investment
• Map to multiple stakeholders across a client organisation, from end-users to C-level members of the organisation, or leveraging the channel to do so where needed
• Manage customer escalations to resolution, leveraging cross-functional teams within the business
• Identify upsell and cross-sell opportunities within your portfolio of customers together with channel partners and work with them, as well as Account Executives, Sales Engineers and Commercial Directors to drive proof of values
• Manage and own the renewal processes from commercial negotiations to deal closure for your portfolio of customers, including converting existing customers from CAPEX to OPEX contracts  
• Collaborate with Darktrace Registered Partners, Darktrace Commercial Directors, Account Executives, Subject Matter Experts, Technical Resources and Cyber Threat Analysts who will support you in performing your role
• Create and drive success plans with channel partners for key customers in your portfolio
• Have excellent organizational and project management skills, working with high value customers in a pressurized environment
• Conduct health checks to drive satisfaction and retention
• Present, discuss and demonstrate Darktrace platform solutions to channel partners, CISOs and information security experts as required 

For this role you need to be tenacious, driven and have the following skill set: 

• 5 - 7 years' experience in a role that encompasses Channel Management, Customer Operations, Customer Success, Technical Account Management, Client Consulting, Sales 
• Channel partner management and selling experience are mandatory
• Ability to manage in complex and crisis situations in a confident and calm manner
• Able to effectively communicate with senior business professionals across every industry vertical
• Familiarity with enterprise networking and cybersecurity technology
• Strong business acumen and negotiation skills
• Strong communication and presentation skills
• Willing to travel to accounts across Korea  
• Strong time management skills, self-motivation and to be always goal-orientated
• High level of integrity
• Able to effectively work as a part of team  

If you’re passionate about technology, channel management, customer success and solving real-world cybersecurity challenges with AI, we’re looking forward to meeting you!