SMB Customer Success Manager

Customer Success Manager Accelerator Team

In the Customer Success role, you will be managing a number 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 cyber security and AI, while always wanting to deliver the best service to our customers.

Our team of expert trainers have designed an onboarding program to equip you with the knowledge and skills required to successfully get out of the starting blocks. Over the first 3 months of joining Darktrace our education team will provide training across multiple topics and disciplines ranging from Industry, Technology and Product  all the way through to Systems, Process and Soft Skills training. Our team at Darktrace are here to help and support you every step of the way as you begin your career at Darktrace.

Responsibilities:

• Manage a portfolio of 50-60 existing Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment with an objective of growing their Annual Recurring Revenue (ARR).
• Regularly 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
• Responsible for ensuring that customers are set up for success and facilitate the renewal at the end of 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.
• Work closely with Darktrace Engagement Directors, Account Executives, Subject Matter Experts, Technical Resources and Cyber Threat Analysts who will support you in performing your role.
• Have excellent organizational and project management skills, working with high valued customers in a pressurized environment.

Candidate Requirements:

• A personable, friendly & genuine approach, allowing an individual to build long-lasting relationships with a wider range of stake holders
• Ability to manage in complex and crisis situations in a confident and calm manner
• Capable of working at scale/managing a portfolio
• 3.0 GPA from approved university list
• 1-2 years in a customer facing role: AE/CSM/BDR
• B2B sales or account management experience
• Consistent track record of achieving sales targets
• Commitment to hybrid work policy 

Benefits we offer:

• 20 days of paid time off, 10 paid holidays and your birthday off
• 100% medical, dental, vision insurance + 100% for dependents
• Commuter benefits
• 401(K) 
• Pet insurance
• Life insurance

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