Senior Customer Success Engineer

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:

The Senior Customer Success Engineer (Sr. CSE) is a member of the Customer Experience (CX) team at Darktrace. The CSE team is focused on providing existing Darktrace customers with technical product solutions. Responsibilities in this pursuit range and include supporting the adoption of the Darktrace platform and services within the customer environment; providing deployment health and value interventions; and identifying additional or new use cases for Darktrace usage within the customer environment, among other value-adding endeavors.

Darktrace is currently expanding the CSE team to accommodate a rapidly growing customer base and accelerating revenue. This role is a dynamic and varied customer focused technical management position. This position is a critical customer-facing technical role within the Darktrace CX organization which requires thorough knowledge of cybersecurity and the Darktrace product suite, as well as excellent communication and collaboration skills to work with a variety of customer stakeholders. A Senior CSE will need to liaise internally with Darktrace Customer Success Managers, Renewals Managers, Analysts, Operations Engineers, and Sales members to ensure customer needs are met, and to sustain consistent renewal and growth of customer accounts. A Senior CSE will be expected to lead high quality engagements with customers who have large and complex digital estates.
Key Duties & Responsibilities
Product & Industry Knowledge: Act as a Darktrace and security expert and consultant to customers.

• Develop and maintain excellent, hands-on knowledge of the Darktrace solution, with the expectations of self-sufficiency and proficiency across all coverage areas of the Darktrace platform
• Conduct deployment discovery and architecture design reviews for existing customers to ensure maximum value delivery across Network, Email, and Cloud deployments
• Work towards and maintain relevant Darktrace certifications
• Have and use industry knowledge and experience to provide consultative guidance to customers on cybersecurity priorities and initiatives
• Understand and engage with the evolving cybersecurity landscape, and work towards/ maintain relevant external certifications on this knowledge as relevant

Value Discovery and Delivery, and Strategic Thinking: Work with customers to learn their priorities and map to technical solutions.

• Apply discovery techniques to work with customer contacts of various personas, from IT, Cloud, and Security administrators to C-Suite executives
• Document and utilize the values statements and needs of Darktrace customers
• Have a mindset of taking ownership over your quota number and KPIs to improve customer deployments and value delivery, and ultimately retention and expansion

Communication and Organization: Work with customers, peers, and stakeholders efficiently and reliably

• Utilize strong, respectful communication to form productive relationships with customers, partners, peers, and cross-functional internal teams
• Demonstrate exceptional presentation skills
• Maintain organized and timely documentation, account administration, and updates of internal systems
• Provide mentorship to members of the CSE team on areas of particular expertise

Qualifications & Experience

• 5+ years of experience in a relevant role, ideally with the cybersecurity industry (i.e: Customer Success Engineering, Technical Account Management, etc)
• Strong knowledge of both on-premise and cloud networking (AWS, Azure, GCP) is essential
• Additional experience in one or more of the following areas also preferred: Email Security; Incident Response; Cloud Security Architecture
• Confident, polished communicator with a proven ability to build lasting, critical business relationships
• Fluency in an additional European language would be beneficial

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.