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 DACH mid market/commercial 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.
This role is hybrid with minimum 3 days a week in our Munich office.
What will I be doing:
You’ll manage a high-volume portfolio of accounts, focusing on approaches to drive scale engagement, adoption, retention of your customers and the growth of our Darktrace Platform. This role requires a proactive mindset, strong organisational and project management skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage.
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 touchpoints 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 select accounts
Drive product adoption and usage through engagement and education
Collaborate with marketing to assist in establishing processes to automate and scale engagement across your book of business
Monitor account health devising and executing scalable plans to improve
Collaborate with Sales to help them identify upsell opportunities which they can execute on
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
Engage with partners to assist in scaling engagement, drive adoption, utilisation and improve overall health across your book of business
What experience do I need:
Fluent in German and English is essential (written and spoken)
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 is a strong advantage
Familiarity with MEDDPICC or other sales qualification methodologies is preferred
Highly organised, proactive, and comfortable in a fast-paced, dynamic environment
Interest in cybersecurity and AI; technical expertise is helpful but not required
Benefits:
30 days’ holiday + all national public holidays,
Additional day off for your birthday,
Occupational pension,
AD&Di-Insurance,
Life insurance,
Disability insurance,
Employee Assistance Program.
Skills Required
- Fluent in German and English
- 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
- Familiarity with MEDDPICC or other sales qualification methodologies
- Highly organised, proactive, and comfortable in a fast-paced environment
- Interest in cybersecurity and AI
Darktrace Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Darktrace and has not been reviewed or approved by Darktrace.
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Healthcare Strength — Healthcare coverage is considered strong in the U.S., with employer-paid medical, dental, and vision noted alongside good networks. Plan quality stands out as a core strength of the package.
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Leave & Time Off Breadth — Time off typically includes around 20–21 days of PTO plus paid holidays, with mentions of an additional birthday day. Parental and family leave are also described as part of the offering.
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Affordable Benefits — Employer-paid health coverage for employees—often extended to dependents—reduces premium costs. This makes core medical benefits more financially accessible.
Darktrace Insights
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.
