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 9,000 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 our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.
For more information on our cutting-edge technology, visit darktrace.com.
Position: Customer Success Manager, SMB
About Us:
We are a leading cybersecurity company dedicated to protecting our customers' digital environments. Our Customer Success team plays a critical role in ensuring that our customers achieve their desired outcomes and maximise the value of our solutions. We are seeking a motivated and experienced Customer Success Manager to join our team and help drive customer satisfaction, retention, and growth.
Role Overview:
The Customer Success Manager (CSM) will be responsible for managing a portfolio of SMB accounts, building strong relationships with customers, and ensuring they receive exceptional support throughout their journey with us. This role will involve working closely with cross-functional teams, including Sales, Product, and Support, to ensure customer needs are met and exceeded.
Key Responsibilities:
- Onboarding New Customers: Guide new customers through the onboarding process, ensuring they understand how to use the product effectively.
- Customer Relationship Management: Develop and maintain strong relationships with clients to foster loyalty and long-term engagement.
- Customer Advocacy: Act as the voice of the customer within the company, advocating for their needs and ensuring their feedback is heard.
- Proactive Support: Monitor customer health metrics and proactively address any issues to prevent churn.
- Upselling and Cross-Selling: Identify opportunities for upselling and cross-selling additional products or services that could benefit the customer.
- Customer Training and Education: Provide training sessions and resources to help customers maximise the value of the product
- Performance Tracking: Track and report on key performance indicators (KPIs) related to customer success, such as customer retention and growth.
Qualifications:
- 2+ years of experience in Customer Success, Account Management, Client Service, Consulting, or a related role, preferably in cybersecurity or technology.
- Proven track record of managing and growing customer accounts.
- Strong communication, negotiation, and interpersonal skills.
- Ability to understand complex technical concepts and translate them into value-driven conversations.
- Strong analytical skills and the ability to use data to drive decisions.
- Self-motivated, detail-oriented, and able to work independently in a fast-paced environment.
Why Join Us:
We are a young and dynamic company experiencing rapid growth. We value hard work, commitment, and a dedication to excellence. Joining our team offers the opportunity to work in a fast-paced environment, contribute to our mission of providing top-tier cybersecurity solutions, and grow professionally in a supportive and collaborative setting.
For more information about our products and company, please visit our website.
What We Do
Darktrace, a global leader in cyber security AI, delivers world-class technology that protects over 5,500 customers worldwide from advanced threats, including ransomware and cloud and SaaS attacks.
The company’s fundamentally different approach applies Self-Learning AI to enable machines to understand the business in order to autonomously defend it.
Headquartered in Cambridge, UK, the company has 1,500 employees and over 30 offices worldwide.
Darktrace was named one of TIME magazine’s ‘Most Influential Companies’ for 2021.
