Customer Success Manager

What will I be doing: In the Customer Success role, you will be managing accounts across our UK&I customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers. Working as part of a close-knit and supportive team, you will be managing a portfolio of Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment. Full and ongoing training will be provided as you further develop your relationship-building skills, working to meet client needs and further business opportunities. This role is hybrid based out of our London office, attending a minimum of 3 days a week. The Customer Success Manager conducts business reviews with client executives to drive satisfaction and desired outcomes. Presents and demonstrates Darktrace cyber threat defense solutions to CISOs and security experts. The successful candidate will identify and nurture upsell and cross-sell opportunities by aligning products with customers' evolving needs. Moreover, they will ensure customer success and facilitate subscription renewals. The customer success team is responsible for monitoring customer engagement to assess risk and improve account health, and they collaborate with Darktrace teams, including Engagement Directors, Account Executives, Subject Matter Experts, Technical Teams, and Cyber Threat Analysts. What experience do I need: It is likely that you’ll be personable with a friendly and warm approach, naturally building long-lasting relationships with a wide range of stakeholders and working well in a team. You’ll be keen to use your relationship management and communication skills to achieve goals, and you’ll be excited about working to achieve targets. You’ll be comfortable working across a wide client portfolio, demonstrating a process-oriented approach and the ability to juggle competing demands. We don’t require any previous cyber security experience, but you should be able to quickly understand technical information, with the ability to process large amounts of information and training quickly. You’ll have experience in a customer-facing role, such as an Account Executive, Customer Success Manager, or Business Development Executive position. You’ll be comfortable working in a target-driven environment. Additional languages are a bonus. Benefits we offer: 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. #LI-Hybrid

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