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 Director of the Key Account Customer Success team, you will lead and develop a high-performing group of Customer Success professionals focused on the company’s most strategic and high-value accounts. You will be responsible for driving measurable outcomes in customer retention, expansion, and satisfaction, ensuring a seamless and value-driven customer journey from onboarding through renewal.
In this senior leadership role, you will serve as a strategic partner and advocate for the customer, representing their voice across internal stakeholders and influencing cross-functional priorities. You will collaborate closely with partners in Professional Services, Sales, Success Engineering, Support, and Channel to deliver consistent, exceptional customer experiences and outcomes.
This role is ideal for a confident, strategic leader who thrives in complex environments, is comfortable engaging with executive stakeholders, and is passionate about building, growing, and supporting high-performing teams that deliver exceptional results.
Key Responsibilities:
Leadership & Strategy
Lead, develop, and inspire the Key Account Customer Success team to exceed retention, growth, and activation targets across accounts under your leadership.
Define and execute a scalable strategy for strategic account success, aligned with global Customer Success goals.
Build and maintain trusted relationships with senior stakeholders, acting as a strategic advisor.
Influence internal strategy by representing the needs and opportunities of accounts under your leadership.
People Management & Development
Foster a culture of accountability, ownership, and continuous improvement.
Build, grow, and support a high-performing team by coaching members to operate at an executive level and managing performance effectively.
Develop team members through coaching and growth opportunities, while building talent pipelines and succession plans for long-term success.
Operational Excellence
Monitor and analyze key metrics such as churn, Net Revenue Retention (NRR), product adoption, and customer health across strategic accounts.
Proactively identify risks and opportunities, driving actions to prevent churn and maximize value realization.
Develop, implement, and continuously improve Customer Success playbooks and scalable processes.
Ensure consistent usage of tools (e.g., Salesforce, Gainsight) to track and manage account health and engagement.
Customer Advocacy & Engagement
Join executive-level customer meetings to support strategic planning, manage potential risks, and reinforce value.
Act as a senior escalation point for complex customer issues, coordinating cross-functional resolution with urgency and care.
Champion the voice of the customer internally, driving product and process improvements based on feedback.
Cross-Functional Collaboration
Partner closely with Professional Services, Sales, Success Engineering, Support, Product, and Channel teams to deliver a unified customer experience.
Act as a bridge between account needs and global initiatives, ensuring alignment and prioritization.
Collaborate with internal stakeholders to co-create solutions that deliver customer success and business growth.
Tools & Product Experience
Proficiency with Customer Success and CRM platforms such as Gainsight, Salesforce, or similar.
Experience using analytics and reporting tools to monitor customer health and drive insights.
Ability to rapidly learn and maintain a strong working knowledge of the company’s solutions, and effectively communicate their value to customers and teams.
Familiarity with support, collaboration, and communication tools used to deliver customer outcomes.
Candidate Requirements:
We’re seeking a proven leader with a strong track record in Customer Success, particularly in managing strategic, global, and enterprise-level accounts—including Fortune 100 customers. The ideal candidate will bring experience in Cybersecurity, with a demonstrated ability to lead customer onboarding, accelerate time-to-value, and drive measurable customer satisfaction. This leader will excel at demonstrating solution value, fostering success for both customers and internal teams, and ensuring clients realize the full benefit of their investment.
Key Capabilities Include:
Proven ability to build, grow, and support high-performing teams focused on strategic and enterprise account management.
Background in Cybersecurity and experience working with global or Fortune 100 accounts.
Strong executive presence with the ability to build trusted relationships with senior customer stakeholders.
Demonstrated success in customer retention, value delivery, and advocacy.
Expertise in risk management and mitigation for customer accounts.
Experience building and implementing Customer Success playbooks and scalable processes.
Deep understanding of customer health metrics and operational excellence.
Salary: $200k base (DOE and location) + commission
Benefits:
100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance Discount
Life insurance
Commuter benefits
401(k)
Employee Assistance Program
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.
