Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI.
The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.
Job Description:
As a Customer Success Manager (CSM) for the Enterprise segment, you will be responsible for guiding customers through their journey with Darktrace, ensuring rapid time-to-value and sustained success throughout the contract lifecycle. You’ll manage a high-volume portfolio of accounts, focusing on driving adoption, retention, and growth of our Darktrace Platform. This role requires a proactive mindset, strong organisational skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage.
This role is hybrid with minimum 3 days a week in our London office.
What will I be doing:
You’ll work closely with Customer Success Engineers, Solutions Engineers, Renewals Managers, Onboarding specialists, Cyber Infrastructure Engineers, and Sales to ensure customers are supported both technically and commercially.
Higher ACV accounts will receive increased touch points and tailored engagement strategies.
Own the customer journey from onboarding to renewal, ensuring fast time-to-value and continuous alignment with business goals in collaboration with onboarding specialists /renewals managers/Technical roles/Sales
Build and maintain strong relationships with key stakeholders across accounts
Drive product adoption and usage through engagement and education
Monitor account health
Collaborate with Sales to identify and execute upsell opportunities
Partner with technical teams to resolve escalations
Mitigate churn risks through strategic planning
Advocate for customer needs internally and contribute to product development feedback
Prioritise accounts based on risk, opportunity, ACV and strategic value to tailor engagement
What experience do I need:
Experience in Customer Success, Account Management, or similar roles
Proven ability to manage a large portfolio and drive retention and growth outcomes
Strong communication, stakeholder management, and relationship-building skills
Experience with Salesforce, Gainsight, or similar CRM/CS platforms preferred
Familiarity with MEDDPICC or other sales qualification methodologies is a strong advantage
Highly organised, proactive, and comfortable in a fast-paced, dynamic environment
Interest in cybersecurity and AI; technical expertise is helpful but not required
Benefits:
23 days’ holiday + all public holidays, rising to 25 days after 2 years of service,
Additional day off for your birthday,
Private medical insurance which covers you, your cohabiting partner and children,
Life insurance of 4 times your base salary,
Salary sacrifice pension scheme,
Enhanced family leave,
Confidential Employee Assistance Program,
Cycle to work scheme.
Top Skills
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.
