Manager, Customer Success

Position: Manager of Customer Success, Japan

Are you passionate about customer success, coaching and ready to lead a dynamic team in the cybersecurity industry? Darktrace is currently expanding its Customer Success team, which will provide the successful candidate an opportunity to gain valuable experience in the rapidly evolving cyber security industry.

We are seeking a Manager of Customer Success to oversee your own and your teams’ book of business, ensuring our clients receive exceptional service and support. This role offers an exciting opportunity to drive customer adoption, retention, and growth across a diverse portfolio of accounts in a leadership role.

Key Duties & Responsibilities:

• Lead and Manage Team: Oversee a team of customer success managers, providing mentorship, coaching, and guidance towards a consultative approach to customer success. Foster a high-performance culture and motivate the team to achieve exceptional retention and expansion results.
• Customer and Partner Relationship Management: Build and maintain a strong collaboration with Darktrace’s partners to drive upsells and renewal outcomes. Work closely with these partners to gain strong relationships with key customers at an executive level. Resolve escalations and ensure customer satisfaction, particularly for high-profile accounts.
• Drive Customer Outcomes: Focus on driving adoption, renewals, expansion, and advocacy within your own and your teams’ book of business. Identify opportunities for upselling and cross-selling in collaboration with the sales team and country leadership.
• Industry Expertise: Stay informed about the cybersecurity industry, particularly in the Japan market. Understand the unique needs of our customers and anticipate market trends and challenges.
• Cross-Department Collaboration: Work closely with other departments, including sales, technical delivery, product, support, finance, contract teams to ensure a seamless customer experience to support your customers and team. Communicate effectively with department stakeholders/leaders to align team efforts with broader company goals.
• Technical Acumen: Utilise customer success tools and software to manage customer relationships and track performance. Have a good understanding of the technical aspects of our products and services.
• Results-Oriented Approach: Focus on meeting and exceeding customer success targets, including customer retention, expansion, and advocacy.

For this role you need to be tenacious, driven and have the following skill set:

• Experience in Customer Success: 3 - 5 years of experience in consultative customer success roles with a clear progression in responsibilities. Proven track record of leading and developing customer success teams to achieve targets.
• Leadership and Management Skills: Demonstrated ability to lead, mentor, and coach a team, including performance management. Strong decision-making and problem-solving skills.
• Customer Relationship Expertise: Expertise in building and maintaining customer relationships. Experience managing a variety of sizes in portfolios, ranging from SMBs to high-value Enterprise accounts and handling escalations. Confident in building rapport with customer executives including CIO/CISO/CTO levels.
• Partner Relationship Expertise: Experienced in building and maintaining relationships with distributor and reseller partners to manage a book of business. Demonstrated ability to leverage these relationships to build processes to achieve and excel at renewal and upsell metrics.
• Communication Skills: Excellent written and verbal communication skills. Able to fluently speak English (at least business level) and Japanese (native level). Strong interpersonal skills to build rapport with leadership, team members and customers.
• Technical Knowledge: Familiarity with enterprise networking and cloud technology and cybersecurity solutions.
• Business Acumen: Strong business acumen and commercial negotiation skills, with a focus on achieving customer and company goals. Familiarity with BANT and MEDDPICC frameworks are a plus.
• Consultative & Project Management Skills: Strong consultative and project management skills, including the ability to run workshops, elicit requirements, define success criteria, and manage the execution of success plans with customers.
• Cultural Fit: Strong alignment with our company’s values and culture. Ability to thrive in a diverse and dynamic environment within the Japan market.

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.

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