Senior Strategic Customer Success Manager

Job Summary
As a Strategic Customer Success Manager, you will be responsible for driving customer satisfaction, retention, and growth through a proactive, white-glove approach. Leveraging a deep understanding of both the customer's business goals and Darktrace product offerings, you will develop strong relationships with key stakeholders and align our solutions to their evolving needs. The ideal candidate will have demonstrated success in delivering a first-in-class customer experience to enterprise-level organizations, as well as experience partnering with cross-functional teams and internal executives.
Location: Select candidate must be based in New York.
Please Note - We operate under a hybrid model, 2-3 days per week onsite is the minimum expectation.
Key Duties & Responsibilities

• Manage a portfolio of 10-15 Strategic existing and new Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment with an objective of growing their Annual Recurring Revenue (ARR). 
• Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning our suite of products to our customers’ evolving use cases and needs. 
• Regularly conduct business reviews with client executive leadership, health checks on the deployment, and workflow usage/adoption to drive satisfaction and desired business outcomes. 
• Present, discuss and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required through understanding clients' business objectives, security program, and how our solution maps to their needs.
• Responsible for ensuring that customers are set up for success, identifying renewal risks, and driving action plans to successful renewal.
• Serve as the primary point of post-sales contact, ensuring clear and effective communication.
• Accurately forecasting renewals and upsell/cross-sell opportunities to Renewals, Customer Success, and Sales leadership
• Drive successful onboarding and implementation of Darktrace technology working closely with engineer resources.
• Analyze customer engagement levels to assess risk and execute action/success plans to progress account health, value delivery, and relationship.
• Create prescriptive and customized customer success plans based on customers goals & challenges, holding customers accountable to driving action, and reporting impact to all levels within the customers organization. 
• Manage customer escalations to resolution, leveraging cross-functional teams within the business in a timely and effective manner.
• Work closely with Customer Success Directors, Renewal Directors, Key Account Sales Directors, Subject Matter Experts, Technical Resources, Cyber Threat Analysts, Marketing, and Darktrace Executives who will support you in performing your role.
• Have excellent organizational and project management skills, working with high valued customers in a pressurized environment.
• Act as a customer advocate within Darktrace, providing valuable feedback to product, development, while also supporting customer advocacy initiatives.
• Develop and maintain a deep understanding of our products or services, staying up to date with industry trends and best practices to be able to keep customers informed as a trusted advisor.

Qualifications & Experience:

• 5+ years of full-time work experience in a role that encompasses Customer Success for Enterprise level clients, Project Management, Business Development, Account Management, Client Service or Consulting
• Demonstrated success in managing complex customer relationships, achieving customer satisfaction, and driving customer retention and expansion
• Must have experience supporting upsells and renewals with growth quota targets
• Ability to manage complex and crisis situations in a confident and calm manner
• Able to effectively communicate with C-level professionals across every industry
• Experience driving a strategic motion, including value propositions, executive planning, outcome-based engagements
• Familiarity with enterprise networking technology (preferred, not required) or SaaS experience
• Strong communication and presentation skills
• Willing to travel to accounts across the region to meet in person
• Strong time management skills, self-motivation and to be always goal-orientated
• Ability to prioritize and manage multiple complex customer accounts simultaneously, while maintaining a high level of attention to detail
• Experience with first level technical triage while knowing when to bring in the right stakeholders to dive deeper and drive solutions forward
• Able to effectively work as a part of team
• Bachelor’s degree from an accredited university

Benefits

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance
• Life insurance
• Commuter benefits
• 401(k)

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