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:
In the Customer Success role, you will be managing a variety of named accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Commission will be awarded for increasing Net Revenue Retention (NRR) within your portfolio, by identifying and driving upsells and renewals, based on a quarterly quota. You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers.
Please note: This role is hybrid. Three days in office.
Key Duties & Responsibilities
- As a Customer Success Manager, you will manage a portfolio of 30-40 existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR). You will report to the Director of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.
- Conduct business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
- Present, discuss, and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required.
- Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning our suite of products to our customers’ evolving use cases and needs.
- Ensure customers are set up for success and facilitate the renewal at the end of the subscription term.
- Analyze customer engagement levels to assess risk and execute action plans to progress account health.
- Manage customer escalations to resolution, leveraging cross-functional teams within the business.
- Mentor developing Customer Success Managers on the team by sharing best practices and helping ramp up new team members.
- Build strategic partnerships with Renewal Directors, Sales, Cyber Technology Specialists, and other internal teams to drive alignment and develop tailored solutions for complex accounts.
Qualifications & Experience
- A minimum of 5 years of experience in a role that encompasses Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.
- Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical.
- Familiarity with enterprise networking technology (preferred, not required) and a foundational understanding of cybersecurity concepts.
- Strong time management skills, self-motivation, and the ability to work effectively as part of a team.
Compensation: We are able to offer $100k-$120k base plus commission 80/20 split. Final offer will be determined on location and years of experience
Benefits:
100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance Discount
Life insurance
Commuter benefits
401(k)
Employee Assistance Program
Skills Required
- Minimum 5 years of experience in Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting
- Strong communication and presentation skills
- Ability to work effectively as part of a team
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.
