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 Senior 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.
What will I be doing:
As a Senior Customer Success Manager, you will manage increasingly larger and/or more complex deployments, escalations, and renewals of diverse scope, creating client advocates, driving usage and adoption, and effectively aligning long-term partnerships with clients. You will report to the Director of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.
Conduct strategic 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 C-Suite executives (CIO, CISO, CTO) and information security experts.
Identify, nurture, and negotiate complex 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 comprehensive action plans to progress account health.
Manage complex customer escalations to resolution, leveraging cross-functional teams within the business.
Mentor and provide guidance to junior staff with an advanced understanding of the Darktrace product suite.
Lead strategic initiatives and projects that build structure around the team or advance a wider segment/entire team through guidelines, templates, best practices, etc.
What experience do I need:
Fluency in German and English is essential for this role.
Typically requires 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 an advanced understanding of cybersecurity concepts.
Strong time management skills, self-motivation, and the ability to work effectively as part of a team.
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
- Minimum of 5 years in Customer Success, Project Management, Business Development or similar roles
- Fluency in German and English
- Strong communication and presentation skills
- Familiarity with enterprise networking technology
- Advanced understanding of cybersecurity concepts
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.
